Written question asked by Bob Russell (Liberal Democrat) on Thursday, 1 December 2011, in the House of Commons. It was due for an answer on Monday, 5 December 2011. It was answered by Lord Grayling (Conservative) on Tuesday, 6 December 2011 on behalf of the Department for Work and Pensions.

Jobcentre Plus: Telephone Services

Question: To ask the Secretary of State for Work and Pensions if he will make it his policy to discontinue premium rate telephone numbers for people calling jobcentres.

Answer: The Department for Work and Pensions (DWP) does not use any premium rate telephone numbers.The Department's policy is that all calls should be free to our 0800 numbers to claim:"state pension;""pension credit;""jobseeker's allowance;""employment support allowance; and""emergency payments or crisis loans."It is free to call DWP 0800 numbers from BT landlines. DWP has secured agreements to ensure that it is free to call via nine of the UK's largest mobile phone operators, representing 95% of the mobile market.For other services, including calling local Jobcentres, 0845 numbers are used. This is because they are for inquiries that typically take less time to resolve. DWP strive to achieve the right balance between meeting customer needs and using taxpayers' money effectively. These calls are charged at variable rates determined by landline and mobile phone providers. DWP has retained geographical telephone numbers for personal advisers in Jobcentres, which means that claimants can contact their adviser directly when necessary. The Department appreciates the financial hardship that this can cause some people and so, if a customer raises a concern over the cost of the call or asks, we will offer to call them back.The Department is currently reviewing its telephony numbering policy in conjunction with Ofcom. This includes the use of 0845 telephone numbers.

Secondary information