Excessive Call Charges for Benefit Queries - DWP Select Committee Publishes Correspondence

The Committee today publishes correspondence between Rt Hon Frank Field MP and Caroline Nokes MP, Minister for Welfare Delivery, regarding call charges on telephone services provided by DWP and third-sector partner organisations.

The Committee is concerned at charges faced by people calling to transact or seek advice on benefit claims, especially when waiting times are long. In particular some charities funded by the DWP continue to use 084 and 087 numbers which can cost up to 24p per minute from landlines or 57p from mobiles. The DWP told the Committee that it is conducting a review of telephony and is seeking reduce call volumes by improving digital services.

Rt Hon Frank Field MP, Chair of the Committee, said:

“Vulnerable people and those on low incomes should not face expensive charges for seeking advice on or trying to process their benefit claims. I welcome the DWP’s review of telephony and will be monitoring its progress closely. The Government is rightly seeking to expand digital services but it is important that people who need to use the telephone are not left behind.”

For call charges:

Call charges for different phone numbers are available online at:

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