0845 Phone Lines (DWP)

Jim Shannon Excerpts

Wednesday 21st November 2012 Commons Chamber

[John Healey (Wentworth and Dearne) (Lab)]

Some of the most important matters that MPs discuss in Parliament start with concerns that are raised with us by constituents, as is the case with this debate. People are routinely placed on hold for half an hour when calling the local jobcentre, or they are charged £40 in a single month for the cost of calls to Departments, when they simply try to report a change in circumstances. Such bills are run up because, as I established through freedom of information requests and parliamentary answers, the Department for Work and Pensions has 148 separate phone lines all using 0845 numbers that can cost up to 10p per minute from a landline and 41p per minute from mobile phones.

People who need to call those numbers are usually on a fixed, low income. They are elderly, vulnerable or unwell, and they are being charged rip-off rates to sort out problems or simply get information about sickness and disability benefits, carers support, jobs, pensions, child support, and even crisis loans.

[Jim Shannon (Strangford) (DUP)]

Does the right hon. Gentleman believe that the best way would be not to charge at all for such phone lines, which are used by the elderly, single parents, those on low incomes and those in poverty?

[John Healey]

I welcome the hon. Gentleman’s support for my argument. He is right that thousands of people in his constituency, in mine and in the Minister’s will be affected by those premium-rate lines and the rip-off call charges that people can suffer. The cost of the call takes a big chunk out of already stretched budgets. That can put people off making calls to get the help they need.