Telephone Calls to the DWP — House of Commons, 2017-06-21
Topic: Mixed Topics
Damian Patrick George Hinds (Conservative, Centre-right): Obviously, we want the system to be as accurate as possible. We want to reduce the requirement for people to be in touch with the Department for those reasons. When they have to, we want that to be done as quickly and as efficiently as possible. I have outlined the Department’s policy. There is a range of 0800 numbers. The rest are 0345 numbers, which are equivalent to a normal, geographic land call. Typically, in a mobile phone contract or bundles on pay as you go, that would be included in the minutes that one has. We think that that is a fair and reasonable approach. There is still the option to request a call-back, too. I want to come on to some of the other issues that the hon. Gentleman raised. He alluded to the fact that he and I have exchanged correspondence on the issue of third parties seeking to make a profit out of calls to the DWP. As he rightly mentioned, that can happen with other services, too. I would like to take the opportunity of this debate to update Members on that important issue I can confirm that my Department does not make any revenue out of calls to our publicised telephone numbers. We know that there is a small number of companies that seek to make money by providing an alternative, and usually more expensive, telephone number that then routes callers through to the Government helplines. Although that practice may be considered unethical, it is not illegal, provided the company does not pretend to be the Government and does not state that it is officially affiliated. The DWP is aware of a small number of sites that advertise that type of service, primarily owned by the same individual I strongly encourage internet search-engine providers actively to police and manage advertisers and subscribers who may look to profit from some vulnerable members of our society by advertising expensive or premium rate telephone lines as a route to access DWP services that are accessible directly through either freephone 0800 or local rate 0345 telephone numbers. The specific activity known as vishing, where a voicemail is left for the citizen to call back an unofficial number, is generally not widespread within the DWP— only one occurrence has been identified The DWP does everything it can to stop customers being caught out and, in that instance, the same number was identified as appearing as an "infobox" on a search engine for universal credit alongside the genuine UC number. The DWP complained to that search-engine provider and the incorrect entry was removed. We have covered the question of the gov.uk tariff ranges. The hon. Gentleman also asked about steps being taken to improve access to, and people’s capability and confidence in using, IT equipment. As he will know from his visits to our jobcentres, we provide lobby equipment and encourage people to use it. There is often facility for people to bring their own device and be helped to use that, because we do absolutely see digital capability—digital empowerment—as being vital, not just in the claiming of benefits, but in applying for work, and, of course, when getting into work, as there are few jobs these days that do not require some level of IT literacy In conclusion, let me reassure hon. Members that the Department is absolutely committed to ensuring that costs for customers are kept to a minimum and that safeguards are in place for those who need them. The Department is in the process of transforming the way in which citizens interact with us, which I am sure hon. Members can appreciate will take us some time to deliver, given the range of services the Department delivers and the number of people we transact with every day. The hon. Gentleman asked about the Social Security Advisory Committee’s recommendation. These things are technology-dependent. The review of our systems is current and we are committed to looking at that closely Our telephony policy will be kept under review throughout this process and the Department will continue to seek to strike the right balance between the cost to citizens and the cost to the taxpayer Question put and agreed to.