Department for Work and Pensions: Telephone Services

Department for Work and Pensions written question – answered on 5th December 2017.

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Photo of Jon Trickett Jon Trickett Shadow Minister (Cabinet Office), Shadow Lord President of the Council

To ask the Secretary of State for Work and Pensions, pursuant to the Answer of 15 November 2017 to Question 111488, on Department for Work and Pensions: telephone services, which and how many of his Department's phonelines fall within the parameters laid out by Ofcom.

Photo of Caroline Dinenage Caroline Dinenage The Parliamentary Under-Secretary of State for Work and Pensions

All calls to the Department for Work and Pensions phone lines fall within the parameters laid out by Ofcom.

As at 28th November 2017, there are currently:

  • 250 phone lines where the number starts 0345 and 18 phone lines where the number starts 0300;
  • 74 phone lines where the number starts 0800 and 4 phone lines where the number starts 0808;
  • 298 telephone numbers starting 0845 which are no longer in use. Anyone that dials one of the 0845 numbers will hear a recorded message advising them to redial the relevant alternative number. There is no charge for the call to the 0845 number.

In addition, DWP has individual phone lines for members of staff – generally 01 or 02 numbers, although also some mobiles. Calls to these would also fall within the parameters laid out by Ofcom, but there is limited volume of customer traffic direct to these numbers.

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