Politics

Benefits helplines charge vulnerable people up to 70p per minute for advice


People on benefits are being charged up to 70p a minute to use government helplines.

This is despite promises to stop using premium rate 084 and 087 numbers.

In 2013, the Cabinet Office recommended free 0800 or 03 numbers charged at geographic rates for helplines used by “low income or vulnerable groups”.

But the Sunday Mirror can reveal government agencies and councils are still using pricey phone lines.

Over 50 local authorities charge up to 70p a minute to pay rent or council tax.

They include Chesterfield, Barnet, Hounslow and Mid Suffolk.

Calling HMRC’s tax credits 0345 helpline from a mobile costs up to 65p per minute from a mobile.

Over 50 local authorities charge up to 70p per minute

Other departments which fail to provide free numbers include DVLA, Student Finance and Action Fraud.

David Hickson, of the Fair Telecoms Campaign, called on officials to follow the lead of the Department for Work and Pensions, which recently made their helplines free to call.

He said: “The risk is that vulnerable people will end up paying 65p per minute if they have exceeded the terms of their bundle or inclusive call plan.”

Martyn James, of consumer group Resolver.co.uk, added: “Mobile charges contribute hugely to the debts of people struggling financially.

“Government departments dealing with vulnerable members of society should offer free numbers to avoid pushing them into debt.”

HMRC said: “We know that some customers will want to talk to us directly and we are doing all we can to keep waiting times as low as possible.

“We introduced digital services like webchat and Personal Tax Accounts.”

The Local Government Association declined to comment.

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