Departmental Telephone Services

Mr. Oaten
To ask the Secretary of State for Work and Pensions how many helplines her Department operates; and how much her Department has received from the operation of such helplines in each of the last three years.

Jim Knight
The Department for Work and Pensions (DWP) has 10 main customer contact numbers, which we think could be considered 'helplines'.

DWP does not receive any revenue from incoming phone calls. All call charges are levied by the caller's telephone or mobile service provider.

DWP ceased to receive a rebate on 0845 numbers in 2007. Prior to this, the revenue from 0845 calls was approximately £500,000 per year. We do not hold any more detailed information on this rebate.

Annette Brooke
To ask the Secretary of State for Work and Pensions what representations she has received on changing the charging arrangements for helplines operated by her Department and its agencies to allow mobile telephone users to contact such helplines without incurring additional costs; and if she will make a statement.

Jim Knight
[holding answer 26 October 2009]: Over the course of the year, representations have been received from other Members of Parliament, on similar issues, such as the cost of 0845 numbers to customers using mobile phones to contact the Department for Work and Pensions. All of these have been answered fully and are available on record.

Additionally, DWP's Permanent Secretary was asked to comment on the CAB publication, “Hung Up—The Cost of Contacting Government from a Mobile Phone” A response was provided as requested.