Ofcom Consider Ban on 0870 Helplines

21 Feb 2005

Telecoms regulator Ofcom is considering implementing new rules on revenue sharing between call centre owners and telecoms providers. The controversial plan would effectively put an end to expensive 0870 helplines.

It has been estimated that in 2003, 0870 numbers cost consumers a staggering £1.25bn - and much of that revenue was made while callers listened to automated “queuing” messages and music.

Keeping callers on hold for extensive periods has been extensively criticised by consumer groups in recent years, and many consumers believe the practise is a deliberate ploy used by companies to make money.

BT told the Financial Mail newspaper that it would back the plan to end revenue sharing.
Consumer groups have also welcomed the plan - but many leading charities may suffer financially as they use revenue from 0870 numbers to support their work.

Government helplines and even some doctors’ surgeries also use the numbers, which charge up to 10p a minute.

The RSPCA’s cruelty hotline would be among the affected helplines and a spokeswoman for the charity said: “We plough this revenue into funding our service. If the situation changed, we would have to find money elsewhere that we would rather spend on animal welfare.”

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