Q&As

What are the rules on basic rate telephone calls?

read titleRead full title
Published on LexisPSL on 06/06/2014

The following Commercial Q&A provides comprehensive and up to date legal information covering:

  • What are the rules on basic rate telephone calls?
  • What are the obligations to set out the basic rate cost of a telephone call?
  • Is the term 'basic rate' defined?
  • Do I have to operate a helpline?
  • Has any guidance from the government been published?

What are the obligations to set out the basic rate cost of a telephone call?

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, SI 2013/3134 (the Consumer Contract Regulations) set out a number of obligations on traders regarding telephone charges. The Consumer Contracts Regulations, which came into force on 13 June 2014, state at reg 41(1):

where a trader operates a telephone line for the purpose of consumers contacting the trader by telephone in relation to contracts entered into with the trader, a consumer contacting the trader must not be bound to pay more than the basic rate.

In addition, the Consumer Contract Regulations, Sch 2, para (i) states there is an obligation to provide information to the consumer (under the Consumer Contract Regulations, reg 10(1) and 13(1)) where:

the cost of using the means of distance communication for the conclusion of the contract where that cost is calculated other than at the basic rate.

Is the term 'basic rate' defined?

The term is not defined anywhere within the Consumer Contracts Regulations.

Do I have to operate a helpline?

The Consumer Contracts Regulations do not impose an obligation on a trader to provide a helpline; however if a trader does and if the consumer is charged more than the basic rate for the telephone calls, then t

Popular documents