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Peter Black and South Wales West Liberal DemocratsRepresenting Aberavon, Bridgend, Gower, Neath, Ogmore, Port Talbot, and Swansea |
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Government helpline profits outrageous rip-off says AM
June 9, 2008 12:00 AM
Welsh Liberal Democrat Social Justice spokesperson, Peter Black has called on the UK Government to review its helpline policy after a recent report from consumer watchdog 'Which?' highlighted the fact that government bodies make profits from calls to their customer service and complaint lines.
Mr. Black said:
"For a government agency to be making money out of taxpayers who ring up to seek advice or complain about shoddy treatment is an outrageous rip-off.
"One of the more than 30 government organisations who operate these 0870 lines is the DVLA, and they made a cool £3.4m out of it in the last financial year. If these helplines have to charge, what's wrong with using an 03 number which is the same price as a normal phone call?
"The profit for these lines is split between the organisation and the phone service provider, so the longer a complainant is kept on the line, the more money the DVLA and the others make.
"Why does the Government think that it is in any way acceptable for these agencies to make money out of customer complaints? Have they forgotten that the money that runs all these organisations come form the taxpayer to start with? Why do we have to pay twice?"
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