Which? response to a Public Accounts Committee report calling on the Government to stop using high rate numbers for customer help lines

Which? executive director, Richard Lloyd, said:

“It’s ridiculous that people face a bumper bill to call a public body, especially when they have to wait on hold. Almost 60,000 people have supported our Costly Calls campaign for all companies and public bodies to provide a basic rate number for their customer service and complaints lines.

“This practice has been costing cash-strapped consumers millions of pounds. The Cabinet Office must now act fast to ensure the Government and public bodies lead by example and put an end to costly calls.”

Consumers can pledge their support for Which?’s Costly Calls campaign here: www.which.co.uk/campaigns/premium-rate-phone-numbers/


1.    High rate numbers are all telephone numbers starting with 09, 0845, 0844, and 0871. ‘Premium rate’ numbers only strictly apply to numbers that start 09 and 0871, 0872 or 0873 which falls within the remit of PhonePayPlus, the premium rate regulator. Basic rate numbers include all geographic rate numbers starting with 01/02/03.
2. The Which? Costly Calls campaign wants all companies to provide a geographic rate number for all customer service and complaints telephone lines.

Statement: , , , , ,