0871 numbers are regulated by the premium rate industry watchdog Phone Pay Plus. They are classified as a 'lower cost service', i.e. those that cost no more than 8.51p per minute plus VAT (excluding network extras). There is a less stringent set of regulations than other premium rate numbers beginning with 09.

Due Diligence
Windsor Telecom are responsible for making any customer looking to set-up an 0871 number aware of the existence of the Phone Pay Plus code of practice. We will also need to verify the identity of any customer wishing to set-up a number. This will usually be via a company credit check.

Pricing
Wherever your 0871 number appears (e.g. on websites, printed stationery and van livery) it should be accompanied by pricing information. The cost of calling the 0871 number must be clear, close to the telephone number and prominent. Where it is not practical to display price information (e.g. business card), it is acceptable to provide pricing information immediately on connection of the service. This can be either as a recorded intro message (preferable), or spoken by the telephone operator that answers the call.

The pricing notification needs to say: "Calls to this number cost 8.51p/minute plus VAT from a BT landline. Calls from other operators and mobile phones will cost considerably more."

Undue delay
There must not be an unreasonable delay between a caller being connected to the number and the commencement of the service (e.g. no long introduction message, followed by a queue). If there is likely to be a delay then the callers must be made aware of the likely length of the delay, i.e. by telling them that they have entered a queue and their position in the queue, so they can make an informed decision to hold or not.

Prior permission
Certain services require prior permission from PhonepayPlus before they can be operated on an 0871 number, however most services do not need a licence. The following services currently require prior permission to operate on 0871 numbers:

• Live 1-2-1 entertainment conversations
• Live multi-party chat
• International call routing services

Prior permission will include special conditions and further rules as they are often services that present higher risk of harm to consumers. We will need to be presented with your permission certificate before we are able to connect one of these services.

Customer Contact Number
You must provide a contact telephone number for your clients if they have a concern or a complaint about the 0871 number. You can use your 0871 number for this so long as the caller is given a clear opportunity to make a complaint about that number and if so, informed they will be refunded for the cost of making that complaint on that 0871 number. For simplicity an alternative non-0871 number would be preferable.

What will happen if I don't comply?
Any services that are found to be operating outside of the regulations will undergo an investigatory procedure. As the Service Provider, we will get notified of any breaches by PhonePayPlus and will subsequently contact you in order to rectify the breach. If the breach is rectified quickly, there should be no further action taken. However depending on severity of the breach, and if an unacceptable amount of time is taken to resolve it, PhonePayPlus may take further action and significant fines could be levied. This may also constitute a breach of Windsor Telecom's terms & conditions and could result in immediate termination of the number and contract.

You can find more information on the PhonepayPlus website: www.phonepayplus.org.uk