idb wrote on Jul 21
st, 2011 at 4:45am:
SilentCallsVictim wrote on Jul 19
th, 2011 at 10:43pm:
I would argue that where a dedicated team of specialist advisers are made available to handle a limited number of calls from overseas, then there is a sound argument for blocking UK calls to those numbers.
Blocking calls purely on the basis of received CLI is unacceptable as the information passed is not necessarily indicative of a geographical location.
Blocking calls purely on the basis of received CLI is a waste of time, as it is unreliable (e.g. blocking overseas callers) and can be circumvented. It is any means of enforcing a charge on callers that is unacceptable.
I must add that there is no evidence that HMRC or DWP could offer the argument that I suggested as possibly providing a justification for the practice. I have in the past been told that (at least) some of these geo numbers route to exactly the same team of advisors, with the CLI or location information presented to the advisor. If calls that are not blocked are routed in exactly the same way as those to the 0845 number that blocked callers are advised to call, then the block is
simply enforcement of a charge on callers. The Agencies and the relevant Ministers must be called upon to explain and justify this imposition of a charge - unless an alternative explanation can be offered.
I strongly urge SayNoTo0870 to make a formal approach asking for an explanation for the blocking.
Those able to evade the block to get through on the various alternative numbers should ask for confirmation that they are connected to a specialist team.
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