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HMRC, switch on your 0345 numbers! (Read 138,139 times)
derrick
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Re: HMRC, switch on your 0345 numbers!
Reply #45 - Jun 24th, 2015 at 10:14am
 
Ian01 wrote on Jun 23rd, 2015 at 11:19pm:
Finally, many years later, HMRC will decommission all 0845 numbers on 30 June 2015:
https://www.gov.uk/government/news/changes-to-hmrc-telephone-numbers




Only after being forced to by EU Directive and then they are waiting till the death to fully comply!

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Ian01
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Re: HMRC, switch on your 0345 numbers!
Reply #46 - Jun 24th, 2015 at 1:06pm
 

Which EU Directive was that?

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derrick
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Re: HMRC, switch on your 0345 numbers!
Reply #47 - Jun 25th, 2015 at 10:17am
 
Ian01 wrote on Jun 24th, 2015 at 1:06pm:
Which EU Directive was that?



Not quite sure, Consumer Contracts Legislation† 2013?† (and it might not be), but there is some legislation, that requires companies to remove these numbers from CS and revert to 01/02/03 numbers by 01st July 2015, hence why I said, "waiting till the death to fully comply!"

This might help http://www.callcentrehelper.com/a-quick-guide-to-the-0845-and-0870-number-change...
From that example, "From 13th June 2014, it will be a legal requirement that these numbers are no longer provided for customer helplines. They must be switched to an 01, 02 or 03 number."

More info here, https://www.gov.uk/government/news/government-cuts-off-costly-calls

HMRC use Customer Helplines and there is a cut off point of 01st July 2015, do you think they are doing it for the benefit of their "customers"? No they are doing it because they are being compelled to, the same as DWP, other state organisations and banks etc.

I do not think you need the above info as you already know it, but Government agencies would not be switching to 0345 if the EU had not issued the Consumer Contracts Legislation† 2013, I do not want to play semantics, the change is down to the EU.


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SilentCallsVictim
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Re: HMRC, switch on your 0345 numbers!
Reply #48 - Jun 25th, 2015 at 11:13am
 
Sorry Derrick

In the case of HMRC the move away from 0845 came from involvement I had in a HMRC working group in 2009, pressure from the Treasury select committee (through an enquiry to which I contributed, as well as briefing committee members in person) and ultimately from the Public Accounts Committee, to whom the commitment was made.

All of this took place before the Cabinet Office guidance was issued and before the Consumer Contracts Regulations (which derived from the EU Directive and did not cover government services) came into force.

The HMRC move to 03 was completed a long time ago. All that is happening now is that those who still have old paperwork and call the old numbers will hear "number unobtainable" rather than a "free to caller" message advising them to re-dial. Large organisations have to go through a process of winding down out-of-service numbers which continues long after the essential switch has been made. There will be many who have switched, or are about to do so, who will be at earlier stages of the process than HMRC for some time to come.

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