The Citizens Advice service helps people resolve their legal, money and other problems by providing free, independent and confidential advice, and by influencing policymakers.
Every Citizens Advice Bureau is a registered charity reliant on trained volunteers and funds to provide these vital services for local communities.
Citizens Advice response to DWP making phonecalls free to people claiming benefits |
Lizzie Iron, Citizens Advice Head of Welfare Policy said:“We are very pleased to welcome the announcement by the DWP that calls to most of their 0800 numbers will be free to many more customers, thanks to an agreement between the Department and six of the biggest mobile phone operators. “For many years, we have been concerned about the cost of calling government to access basic services such as benefits and crisis loans. Successive Citizens Advice reports, from Not Getting Through in 2007, to Hung-UP published by Leeds CAB in summer 2009, have highlighted the prohibitive costs for people who do not have a landline, and depend on a mobile phone. In the last two years, DWP has introduced several 0800 numbers to ensure that calls are free from a landline, but these calls can still be expensive from mobile phones. “It will mean that people on the lowest incomes will no longer be spending money they can’t afford, simply to claim the benefits that might keep them out of poverty. We particularly welcome the fact that it will now be free of charge to claim a crisis loan – which is critical for people in the most urgent need of a financial safety net. “Other government departments may not have the same opportunity to negotiate with the phone companies, but it is vital that they continue to look at other ways to reduce the cost of calling government, and therefore keep more money in the pockets of those who need it most. “However we are particularly disappointed that Her Majesty's Revenue and Customs haven't made more progress on this issue. Anyone with a problem over income tax, child benefit or tax credits could still be paying several pounds to call HMRC from a mobile phone. Today’s National Audit Office report is critical of HMRC's handling of telephone enquiries, and we hope their recommendations are implemented as a matter of urgency by HMRC.” Notes to editors:
|
