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Parliament debates the ‘Telephone Tax’

30/6/2013

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Following our announcement of the debate and the issuing of a briefing in this blog posting, the debate took place and the proceedings are recorded here.
We have published comments and clarifications on the points made by the various contributors to the debate.
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tt_debate_briefing.pdf
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We have also issued a news release, anticipating the NAO report, which is expected to be published very shortly.
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nao_awaited.pdf
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'Telephone Tax' to be investigated by the NAO

11/6/2013

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Our news release covers the background to this issue, the result that must surely be obtained and the consequences of retention.

Given the effect of a previous NAO investigation on HMRC, and now after Ofcom announcements, we are confident that the “Telephone Tax” will be clearly seen for what it is
tt_investigated.pdf
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The 'Telephone Tax'

20/5/2013

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This news release introduces the term "Telephone Tax", and explains how the Telephone Tax applies in relation to government policy and other activity.
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telephone_tax.pdf
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Another victory - the campaign continues, encouraged

27/4/2013

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NHS GPs using Surgery Line
The Daily Mail today announces that NHS England is starting to get to grips with the issue of GPs breaching their contracts by using 0844 numbers.
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Click to read the news release issued prior to action by NHS England
We hope this will be the start of a long delayed effort to ensure that all GPs are swiftly moved to compliance, as well as simply preventing further breaches.
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Click to read - Is this the end of premium rate lines to call your GP? NHS orders doctors to drop 40p a minute charges
Central Government
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Click to view the announcement by HMRC to parliament
We are pleased to note that HMRC has begun the process of moving over from 0845 to 03 numbers by "the end of the summer".
This HMRC news release covers the first phase of this operation, which was completed on schedule.
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Click to hear about the DWP statement
The DWP has declared that it will not be following what HMRC is doing. Whilst being fair to taxpayers, the government will still  impose charges on pensioners, job-seekers, the disabled and other benefit claimants.
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Click to read our release on the DWP situation
Ofcom and the Big Question
Ofcom has now announced the details of the "unbundled tariff". We await the reaction that will follow when this is finally confirmed (following a necessary brief period of consultation).
We are pressing "The Big Question" to see if this will lead to companies abandoning the imposition of "Service Charges" or if they will be prepared to declare them.
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Click to read about "The BIg Question" and the Ofcom measures that cause it to be posed
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084, 0800 and 03 numbers - parliamentary briefing

18/3/2013

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As the Public Accounts Committee congratulates HMRC on its decision to withdraw its Service Charge, DWP's decision to retain the Service Charge is reported and we await details of Ofcom's measures in Simplifying Non-Geographic Numbers, this briefing aims to ensure that parliamentarians are adequately aware of the issues.

It includes a special caution for those who call for use of 0800 numbers when the significant and largely unnecessary, cost is not justified.
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mp_briefing_084_0800_03.pdf
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HMRC announces end of its 0845 numbers

28/1/2013

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hmrc_announces_end_of_0845.pdf
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See also:
  • HMRC promises 03 numbers in 2013
  • HMRC admits to £13m per annum 0845 ripoff
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HMRC promises 03 numbers in 2013

22/12/2012

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In an interview on BBC Radio 4 Money Box today, Lin Homer, the Chief Executive of HMRC acknowledges that 03 numbers are the answer and promises to use them more widely.
The item primarily addresses the problem with unanswered calls and long wait times, which are compounded by the improper use of 0845 numbers - but it does not ignore the important point.
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Click to listen
This item was prepared following the report of the National Audit Office - see our blogging.
It follows previous coverage of the issue by Money Box - see this item.
The following quotations from Lin Homer indicate that the battle is nearly won.
“[Some] of our callers already have access to a 0345 number, so we are well on the way to trying to make the system work better”
This is an acknowledgement that 03 numbers are required and that the roll out will continue.
“We are going to renegotiate the contract next year … to get the best value for the callers, as well as for HMRC, when we do that”
Any Treasury minister who approves the continuing imposition of a Service Charge will have to answer to parliament and the people. The loss of the benefit of the subsidy indirectly achieved from the Service Charge must be approved - “we are all in this together”.
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HMRC admits to £13m per annum 0845 ripoff

18/12/2012

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hrmc_admits_to_0845_ripoff.pdf
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The extracts from media coverage of this story, shown below, offer an encouraging sign of the message about the cost of calling 0845 numbers now being presented fairly.
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media_references_to_the_ripoff_of_0845_numbers.pdf
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Pending possible discussions with the NAO about the detail of its calculations, the following briefing has been issued to give additional information and some insight into the published figures.
Whilst exceptional waiting times are unacceptable, the improper use of 0845 numbers is a quite sufficient issue of concern in itself.
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hmrc_0845_detail.pdf
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