That the telephone line provides tailored advice or guidance to citizens or businesses (as distinct from communicating simple, standard information, or providing a transactional service)
That the telephone line is citizen or business facing
Using this definition, there are currently four helplines funded by the Ministry of Justice, as follows:
1. Legal Services Commission Community Legal Advice helpline
This provides free help including specialist legal advice and ongoing case work relating to debt, housing, employment, education and welfare benefits, tax credits and family issues for those eligible for legal aid.
Budget allocation: approximately £23,000,000
Number of calls received in 2010-11: 631,221 (latest complete figures)
2. Criminal Injuries Compensation Authority helpline
This provides tailored advice on applying for criminal injuries compensation.
Budget allocation: £1,177,516
Number of calls received in the year to September 2011: 220,348
This provides advice relating to OPG services, including the registration of Lasting Powers of Attorney; the supervision of Deputies appointed by the Court of Protection; and the Public Guardian’s role in adult safeguarding.
Budget allocation: £723,000(1)
Number of calls received in the year to September 2011: 228,567.
4. Court Funds Office helpline
This provides tailored advice to clients and stakeholders.
Budget allocation: £250,000(1)
Number of calls received in the year to September 2011: 68,900
(1) OPG and CFO are both self-funding organisations and consequently reimburse these costs.