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Consumer Rights Directive: Changes to revenue share numbers
30th April 2014 Voice, Matthew Cox
Nomis Connections discusses how changes to Revenue Share numbers could affect your business.
As of 13th June 2014, there are changes in UK law as to how businesses in the Business to Consumer (B2C) industry can use Revenue Share numbers (numbers starting with 084, 087 and 09).
- The Consumer Rights Directive (CRD) was passed by the EU in October 2011, and this part was transposed into UK law in December 2013.
- The CRD comes into force in all EU member states, including the UK, in June 2014.
- The CRD aims to simplify consumer rights in certain important areas, mostly relating to buying and selling.
One of the key changes in the directive means that UK businesses, selling to consumers, cannot charge more than a basic rate for calls from their existing contracted customers.
Please note that this applies to Business to Consumer (B2C) transactions, not Business to Business (B2B).
This means that existing end customers calling support, service, billing desks, etc. can only be charged a basic (local) rate or less for the call.
Easy as 01, 02, 03
Some industries are exempted from the directive but, in general, businesses using revenue sharing numbers to support existing customers will have to provide an 01, 02, 03, 07 or 080 number in their place.
Note: This change is mandated to be in place from 13th June 2014.
From this date all revenue sharing numbers starting 084, 087 and 09 will be prohibited, meaning businesses must advertise local rate numbers in their place.
What if I don’t offer my existing customers a local rate number?
Under the new directive, customers not given a local rate number to call are entitled to claim the cost of their call back from you.
What does this mean for my business?
If you’re in the B2C market, don’t worry, we can help. We have systems in place that can help you implement the necessary changes to provide your existing customers with a local rate number to call.
To discuss these changes further, please contact us on 01252 411 111 or contact us online.
Download our infographic: Consumer Rights Directive – What you need to know
To help you understand the new regulations, and how Nomis Connections can help, we’ve produced a short infographic for you to download and share among your colleagues and peers.