Regulatory update for clients using 0871, 0872, & 0873 numbers, (effective from 1st August 2009)

Following their reclassification from OFCOM, 0871, 0872 and 0873 numbers have fallen under the remit of PhonePayPlus (the Premium rate regulator formally known as ICSTIS). As a result, clients using 0871, 0872 and 0873 numbers will need to follow the Phonepay plus Code of Practice.

Customers using 0871, 0872, 0873 numbers will need to ensure compliance by 1st August 2009.

For the full and detailed regulatory and compliance document also covering the background to the reclassification of 0871, 0872 and 0873 numbers we strongly recommend you download and read the document at the following link, but we have highlighted some of the most salient points below.

http://www.phonepayplus.org.uk/upload/0871_brochure_10.pdf

What you need to do

1. Register as a service provider

In order to set up new numbers and to continue to use existing numbers after the deadline you will need to set yourself up as a service provider with the regulator “PhonePayplus”, see link below. Registration is simple and free, takes about 5 minutes and can be done online

http://www.phonepayplus.org.uk/output/Register-as-a-Service-Provider.aspx

Once you have completed the on line service provider registration, you will be sent a unique service provider number (sp123245..etc) To continue using your number, Callagenix will need to have a copy of your Service Provider number before 1st August 2009.

2. Check if you need prior permission for your service

Certain services require prior permission from Phonepay Plus. Phonepay Plus believes that most services currently using 0871 numbers are for customer services and will not need licences but it’s important to check the full list of services affected in Annex C of the pdf above.

3. Have you provided your ID documents to Callagenix?

Most Callagenix clients will have already completed this. If you have not, or you have moved or changed company status, we will require one form of ID with your address on. (Acceptable forms of ID are, Utility bills, bank statements or a drivers licence – They can be faxed to 0870 6260626 quoting your account reference number found at the top right hand corner of your login screen or emailed as a scanned document if under 1Mb)

4. Are you displaying your pricing?

The code details that you must make sure that pricing information is displayed alongside the number, or a message at the beginning of each call explaining the cost before 1st August 2009.

Acceptable text can be:

• 0871 234 5678 Calls cost 10pence per minute from a BT landline. Mobiles and other networks may charge more.
• 0872 345 6789 Calls cost 8pence per minute from a BT landline. Mobiles and other networks may charge more.

NOTE: A pricing message can be set up using the welcome prompts on a Callagenix advanced service.

If you only promote your number to other businesses (b2b), then you don’t need to state the price of the call.

5. Undue delay

An unfair period of waiting between a call connecting and the caller accessing a service, constitutes a breach of the code. The regulator encourages all service providers to ensure that all waiting times are kept to a minimum and where this is not possible due to unexpected call volumes, suggests that service providers inform callers of their expected waiting time.

NOTE: A queue message informing callers of unexpected call volumes can be set up in the extension group settings of the Callagenix advanced services. (This can be based upon waiting times or callers held in the queue)

Links and more information.

Regulators Phonepay Plus web site,

http://www.phonepayplus.org.uk

http://www.phonepayplus.org.uk/output/087-Number-Range.aspx

http://www.phonepayplus.org.uk/upload/087APP.pdf

http://www.phonepayplus.org.uk/output/for-business.aspx

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