Changes to call charges for non-geographic numbers

On 1 July 2015, Ofcom introduced some changes that will affect the way that calls to 0800, 0808, 084, 087, 116 and 118 numbers are billed. The aim of the changes is to make it clearer to customers how much they will be charged for calls to these numbers.

These changes will impact any person or organisation advertising or calling a 08, 09, 116 or 118 phone number.

If you own an affected number, this article will help you manage these changes with as little impact to your business as possible.

If you call an affected number, this article will help you work out the charges you can expect to pay and understand how these charges are advertised by organisations using these numbers.

How it worked up to 30 June 2015 prior to the changes

Prior to the changes, charges for calls to 084, 087, 09 and 118 numbers were typically shown in the following manner.

Calls cost 20p per minute from a BT landline. Calls from other landlines might vary in price and calls from mobile phones might cost considerably more.

This made it difficult to know the cost of the call unless you happened to be calling from a BT landline.

Calls to 0800, 0808 and 116 freephone numbers were generally free from landlines but usually chargeable for calls made from a mobile phone.

How it works from 1 July 2015

Changes to 0800, 0808 and 116 freephone numbers

From 1 July 2015, all calls to 0800, 0808 and 116 freephone numbers are free from mobile phones just as they are from landlines. We expect this to increase traffic from mobile phones and therefore increase the cost of offering a freephone number.

Where a freephone number is called from a mobile phone, a Mobile Access Levy (MAL) will now apply and be payable by the owner of the number. The MAL is set by the underlying provider of the number range.

On your telephone bill, you should also see a new charge for calls from mobile phones alongside your current charge for calls from landlines to your freephone number. We anticipate a rise in the cost of 080 ownership as MAL charges are passed through and more mobile phone users switch to calling 080 numbers.

Changes to 084, 087, 09 and 118 non-geographic numbers

In order to allow callers to find out the cost of calling a 084, 087, 09 or 118 non-geographic number, there is a now a legal requirement for those offering 084 and 087 numbers to include the full cost of calling wherever the number is advertised. This will mean replacing signs or stationery containing the numbers.

On a caller's phone bill, calls to 084, 087, 09 and 118 numbers will be split into two charges.

An access charge

This part of the call charge goes to your line provider or mobile network provider, and is charged in pence per minute. Your provider will tell you how much the access charge is for calls to service numbers. The access charge will be made clear on bills and when you take out a contract.

A service charge

The rest of the call charge is the service charge and is set by the underlying provider of the 084, 087, 09 or 118 number. The organisation you are calling will tell you how much this is, or you can use our service charge checker.

If you continue to advertise a 084, 087, 09 or 118 number from 1 July 2015, you must advertise the service charge as a figure in pence per minute alongside the number.

0845 055 0577

Calls cost 2p per minute plus your telephone company's access charge.

The ruling is designed to allow consumers to work out exactly how much they will be charged for a call.

Your phone provider's access charge will be advertised on your monthly phone bill and the service charge will be advertised next to the number. Adding the two together will give you the total cost of calling.

What do I need to do?

If you are the owner of a 0800, 0808 or 116 freephone number, we suggest that you monitor your the number for increased traffic/costs from mobile phones and ensure it continues to offer your business a return on investment.

If you are the owner of a 084 or 087 non-geographic number, we suggest moving this to its 03 equivalent in order to avoid the impact of this change. Just give us a call to arrange this.

• 03 numbers are not subject to these changes and therefore the new charges will not apply.
• Having a 03 number offers a national presence without high call charges.
• 03 numbers are charged at the same rate as 01 and 02 numbers, and are included in 'minute bundles' so your customers won't pay anything extra to call you.
• This calling option can boost customer service and confidence.

If you wish to keep your 084, 087, 09 or 118 number, you must make sure your business is compliant. Wherever your number is advertised, such as on stationery, vehicle wraps, web pages and promotional items, you must show the service charge in pence per minute and refer to the access charge, which the caller's telephone provider will set, as per the example below.

0845 055 0577

Calls cost 2p per minute plus your telephone company's access charge.

How do I establish the service charge for my number?

You can find out the charges for any 084, 087 or 09 number using our service charge checker.

Further information and assistance

Further details of the changes and advice can be found on the Ofcom information web site.

If you would like to discuss the changes and their implications, please give us a call.

If you wish to change your 08 to a 03 number, we can arrange this for you.