Collection

Customer service lines reports

This page brings together departmental annual status reports on customer service telephone lines.

In December 2013 the Cabinet Office published guidance on departments’ use of telephone prefixes for their customer service lines. It set out principles to guide departments, including that:

  • it is unacceptable for callers to pay substantial charges for accessing core public services, particularly for vulnerable people and those on low incomes
  • departments should use prefixes offering a geographic rate call as a default policy position

Departments remain responsible for the telephone prefixes that they use.

These departments do not have customer service lines that fall within the scope of the guidance policy and have not published reports:

  • Cabinet Office
  • Department for Culture, Media & Sport
  • Foreign & Commonwealth Office
  • HM Treasury
  • Northern Ireland Office
  • Scotland Office
  • UK Export Finance
  • Wales Office

Customer service lines: 2014 reports

The ONS customer service lines report 2014 is available from the Office for National Statistics website.

  1. DCLG customer service lines report 2014
  2. DfT customer service lines report 2014
  3. BIS customer service lines report: 2014
  4. DfE customer service lines report: 2014
  5. Defra customer service lines report 2014
  6. DFID customer service lines report 2014
  7. The Department of Energy & Climate Change customer service lines report 2014
  8. Department of Health: customer service lines report 2014
  9. DWP's customer service lines report 2014
  10. HMRC customer service lines report 2014
  11. Home Office customer service lines report 2014
  12. MOD customer service lines report 2014
  13. Ministry of Justice customer service lines report 2014

Customer service lines: March 2015 updates

These departments have already implemented the policy guidance and therefore have no changes to the information provided in their 2014 annual reports:

  • Department for International Development
  • Department for Communities & Local Government
  • Department of Energy & Climate Change
  • Department of Health
  • HM Revenue & Customs
  • Ministry of Defence
Published 28 November 2014
Last updated 1 December 2014 + show all updates
  1. Added DWP's customer service lines report 2014.
  2. First published.