MP calls on Government to scrap use of 0845 numbers

 

Barnsley MP, Eric Illsley, yesterday called on the Work and Pensions Secretary, Yvette Cooper, to end the use of 0845 numbers by JobCentre Plus and other public sector helplines.

Mr Illsley brought to the minister’s attention the many people on low incomes, particularly JSA claimants, who can run up huge call charges contacting Jobcentre Plus and other public service helplines as they wait on hold for their call to be connected.  Unlike regular geographical telephone numbers, 0845 numbers are exempt from many mobile packages and customers are also often charged a connection fee.

In her response to Mr Illsley, the minister confirmed that all Jobcentre Plus phone numbers are under review and that she is considering what can be done to improve the situation.

Mr Illsley commented:

“It seems grossly unfair that those on very low incomes seeking help and advice about their benefits or other important matters should have to pay such high charges in order for their queries to be resolved. The Government should be making it easier and cheaper for those already struggling to make ends meet to make these important calls”.

• Full text of the exchange from Hansard of 1st February:

Mr. Eric Illsley (Barnsley, Central) (Lab): What steps she is taking to improve telephone communications between benefit claimants and Jobcentre Plus. [314101]

The Secretary of State for Work and Pensions (Yvette Cooper): In keeping with the 100th anniversary of the labour exchange, which is today, we are continuing to modernise communications with Jobcentre Plus to make it easier for millions of people to get in touch about their benefit or seeking work. We have been concerned for some time that people calling on mobile phones were being charged a lot for calls to claim benefits which would be free from landlines, so we have recently negotiated a deal with the major mobile phone companies that their customers should also not be charged for calling 0800 numbers, and we are looking at what further steps we can take.

Mr. Illsley: I am grateful to my right hon. Friend for that response, and particularly for her reference to the anniversary of labour exchanges. My constituents and my local citizens advice bureau have complained to me about the use of 0845 numbers in jobcentres. Claimants seem to wait a very long time before their query is dealt with. Although jobcentres offer to call claimants back, by that time they have spent a considerable amount of money dealing with that telephone inquiry. Can the Government move away from 0845 numbers altogether?

Yvette Cooper: My hon. Friend raises an important point. I have asked for all the phone lines to be reviewed now that we have made important progress. I think he would agree that the first step was to get the deal with mobile phone companies so that people were not being charged for the important calls setting up their benefit claims, which can be the longest calls that people make. The 0845 numbers have traditionally been used for shorter calls, and as my hon. Friend rightly says, Jobcentre Plus will call back any customer who is concerned about the cost of calls, but I have asked the Department to look at what further we can do to support all our customers. He will appreciate that cost always has to be taken into account, but we want to make it as easy as possible for people to get the help that they need, particularly to get back into employment.