Service numbers (084, 087, 09 and 118)
Service numbers, which start with the digits 084, 087, 09 and 118, have had a somewhat chequered past. Now, thanks to a number of measures, things are looking up.
Retailers, traders and passenger transport companies have already been banned from imposing a Service Charges for customer service calls. The regulations were subsequently extended to cover financial services. The Government has said that public-sector service helplines should do likewise unless they can justify additional charges. All this has resulted in a massive shift to 03 prefixed numbers, which were introduced in 2007.
As part of UK Calling, the cost of calling 084, 087, 09 and 118 numbers has been made clear, with users having to declare their Service Charge. Freephone 080 numbers are now free-to-caller from mobile telephones.
Retailers, traders and passenger transport companies have already been banned from imposing a Service Charges for customer service calls. The regulations were subsequently extended to cover financial services. The Government has said that public-sector service helplines should do likewise unless they can justify additional charges. All this has resulted in a massive shift to 03 prefixed numbers, which were introduced in 2007.
As part of UK Calling, the cost of calling 084, 087, 09 and 118 numbers has been made clear, with users having to declare their Service Charge. Freephone 080 numbers are now free-to-caller from mobile telephones.
What are the changes?
- UK Calling – Clear call rates for everyone | This is an Ofcom campaign about changes which happened on 1st July 2015:
- Unbundled Tariff – Service Charge + Access Charge for 084, 087, 09 and 118 numbers | Clarity has been brought to calls charges with users having to declare the amount they benefit from (the Service Charge) and; telephone call companies having to set out the amount they charge customers to ring all types of service number (the Access Charge).
- Free calls to freephone numbers — 0800 and 0808 numbers | These numbers were brought into the mobile age. Calls became free-to-caller from personal mobile telephones, as they have been from landlines since inception.
- Unbundled Tariff – Service Charge + Access Charge for 084, 087, 09 and 118 numbers | Clarity has been brought to calls charges with users having to declare the amount they benefit from (the Service Charge) and; telephone call companies having to set out the amount they charge customers to ring all types of service number (the Access Charge).
- Consumer Contracts Regulations | Since 13th June 2014 retailers, traders and passenger transport companies are no longer allowed to use 084, 087 or 09 numbers for customer service and complaints lines.
- Financial services basic rate calls | Since 26th October 2015 banks, card companies and insurance companies are no longer allowed to use 084, 087 or 09 numbers for contact by existing customers.
- Public-sector 084 numbers | The Government says that geographic-rate 03 numbers should be the default choice for government departments, their agencies and other public services.
- Ofcom – Simplifying Non-Geographic Numbers | This is the Ofcom programme of changes that has been ongoing for several years and which is culminating with UK Calling.
- When are 084 calls more expensive than geographic rate? | This contains price rates which applied before UK Calling; we’ve left it so you can see how things used to be.
The tide is really turning! In the public sector HMRC, DWP, several other departments and most county councils have replaced their 084 numbers with 03 numbers, or in some cases freephone numbers. In the financial sector most banks, card companies and insurance companies have made the move, though some have not finished updating their websites, apps and paperwork.
Amended: 2017-05-05