Monday, 11 May 2009

PhonepayPlus to take over running of 0871 numbers

Ofcom have recently announced that PhonepayPlus will take over the day-to-day regulation of 0871 numbers on 1st August 2009, when numbers beginning 087 - with the exception of 0870 - will formally be recognised as Premium Rate Services (PRS), putting them under the remit of PhonepayPlus' Code of Practice. This will mean that there are changes on the services for all 0871 numbers provided by Plum Communications. Please note that these regulations only apply to numbers targeted to consumers. Business to business communication is not covered under current PhonepayPlus regulations.

4 areas covered by the PhonepayPlus regulation

1. Clear pricing
Customers must be clearly informed of the price that a call to a 087* number will cost. This should be included clearly on all advertising and literature relating to the 087* numbers which is aimed at consumers. PhonepayPlus does understand that there may be advertising and literature out in the marketplace currently. They have advised that in the short term a message at the start of all calls to 0871 will be acceptable.

2. Undue delay
PhonepayPlus have advised the “services must not be unreasonably delayed or prolonged” this means that consumers must not be unnecessarily delayed when calling 087* numbers and need to be advised of their expected wait time or position in a queue on the phone if there will be a long waiting period. This will allow the consumer to decide whether to continue to hold or not especially during busy periods.

3. Fairness
Promotions must not mislead or take unfair advantage of consumers. All advertising should be clear and concise and not mislead or aim to mislead the consumers in any way or take unfair advantage of any characteristic or circumstance which may make consumers vulnerable.

4. Redress
087* services will now be treated as PRS services and as such come under the constraints of PhonepayPlus which means that consumers will be able to make complaints if they feel that they were mislead in any way.

For a full PDF version of this announcement please click here.

PhonepayPlus have advised that should a provider be found in breach of its code it has the power to issue formal reprimands impose fines and even shut down the service. Plum Communications Ltd. as a registered service provider are ultimately responsible for the 087* services and will work together with PhonepayPlus should any services be subject to investigation. Plum Communications Ltd. as the service provider reserves the right to pass
on any fines / sanctions to any customers who do not conform to PhonepayPlus code of practice guidelines, which can be found at

Guidance on the new regulation is available at
Should you have any questions or queries on the new regulations please do not hesitate to contact PhonepayPlus directly
telephone: 0845 0261060

OR do not hesitate to contact Plum on 0161 622 3500 or at if you have any queries regarding this new legislation

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