Premium Rate Regulations re: engaged calls

Marty06

I've been calling up an 09 number in regards to a visa application, at a cost of £1.20 per minute. Several times I've called, gone through the introductory menus, and then got a message saying "All of our lines are busy, call back later." By this time, of course, I've been charged several pounds for what turns out to be a wasted call. My question is: is this allowed? Can premium rate numbers hold you in the menu system for several minutes and then disconnect you because they are busy? Shouldn't they inform you at the outset that they are busy?

Does anyone know any regulation regarding this?

Heinz

Unfortunately, that doesn't count as an engaged call, it's an answered call but one which reached a menu system because the line is understaffed.

Not unusual with 09 numbers I'd imagine (nice little earner).

Marty06

Heinz wrote: »

Unfortunately, that doesn't count as an engaged call, it's an answered call but one which reached a menu system because the line is understaffed.

Not unusual with 09 numbers I'd imagine (nice little earner).

Right - so nothing to stop buisnesses understaffing, answering the call automatically, letting you hang on for a few minutes then cutting you off? Seems like an area ripe for exploitation of consumers!

wantmemoney

Marty06 wrote:

Right - so nothing to stop buisnesses understaffing, answering the call automatically, letting you hang on for a few minutes then cutting you off? Seems like an area ripe for exploitation of consumers!

Marty06,
09 numbers are 'regulated' by PhonepayPlus(on behalf of Ofcom). They were originally intended to be used as part of a payment mechanism to pay for goods and services purchased over the phone.

Arguably you have been charged for a service they have not supplied. You can complain to PhonepayPlus for what it's worth but in my opinion they put the word sham in shambolic.
The 'regulations' say that calls to 09 numbers mustn't be intentionally drawn out.
http://www.phonepayplus.org.uk/

many of these 09 'advice' numbers are actually being operated by third parties and the advice can be found for free....what was the number you called?

B]EDIT[/B
The code that is used to regulate the use of 09 can be found here
http://www.phonepayplus.org.uk/For-Business/Code-and-Help/Code-of-Practice.aspx