HC Deb 27 March 1995 vol 257 cc433-6W
Mr. Donohoe

To ask the Chancellor of the Duchy of Lancaster which telephone inquiry line services have been set up by the Government Departments as a result of the citizens charter. [16307]

Mr. Horam

Many public service organisations have set up their own telephone inquiry lines to ensure that their customers can make easy contact with them. OPSS does not hold central records of all these lines, or whether they result directly from the charter programme, but Government helplines are known to exist in the following areas.

  • Agriculture
  • Ministry of Agriculture, Fisheries and Food
  • Helpline: 0645 335577. Local rates. 0900–1700 weekdays.

Customs and Excise

  • Customs and Excise Helpline: 071–202 4227. Standard rates. 0900–1700 weekdays.

Education

  • Department of Education: Inquiries 071–925 5555. Standard rates. 0900–1700 weekdays.

Employment

  • Dial a Job: 071–287 0100. Standard rates. 0900–1700 weekdays.
  • Health and Safety Executive (HSE)
  • Information Centre Helpline: 0742–892345. Standard rates. 0900–1700 weekdays.
  • HSE Autofax: 0742–892333. Standard rates. 24 hours a day.
  • Redundancy Payments Service Customer Service Unit Helpline: 0800–848489. Free. 0900–1700 weekdays.
  • Work Permits Information Line: 071–273 5337. Standard rates. 0900–1700 weekdays.

Energy Efficiency

  • Energy Efficiency: 071–276 6200. Standard rates. 0900–1700 weekdays.
  • Energy Action Grants Agency (grants for improving energy efficiency): 0800–181667. Free. 0830–1730 weekdays.
  • Building Research Establishment Saving Money on Heating: 0923 664664. Standard rates. 0900–1630 weekdays.

Environment

  • National Rivers Authority Emergency Hotline for Environmental Incidents: 0800–807060. Free. 24 hours a day.
  • Air Quality Information: 0800–556677. Free. 24 hours a day.

Foreign and Commonwealth Office

  • Foreign Travel Advice Unit: 071–270 4129. Standard rates. 0930–1600 weekdays.

Health

  • Health Information Service (Information about health, local NHS services, waiting times, common diseases, conditions and treatments): 0800–665544. Free. 1000–1700 weekdays.
  • Aids Helpline: 0800–567123. Free. 24 hours a day.

Home Office

  • General Inquiries: 071–273 4599. Standard 24 hours a day.
  • Nationality and Citizenship Inquiries: 051–236 4723. Standard rates. 0900–1600 weekdays.
  • Immigration Inquiries: 081–686 0688. Standard rates, 0900–1645 Mon-Thur. 0900–1630 Fri. 24 hour recorded information for visitors: 081–760 1600, Standard rates.
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  • Students: 081–760 1622. Standard rates.
  • Work permit holders: 081–760 1644. Standard rates.
  • Au Pairs: 081–760 1666. Standard rates.
  • Home Office Publications Unit: 071–273 3072/2302. Standard rates. 0915–1700 weekdays.

Inland Revenue

  • Taxback Information Line: 0800–660800. Free. 24 hours a day.

Post Office

  • Post Office Counters Helpline: 0345–223344. Local rates. 0815–1800 weekdays. 0830–1300 Saturday.

Social Security Freeline:

  • English: 0800–666555. Free. 0830–1630 weekdays.
  • Urdu: 0800–289188. Free. 0900–1600 weekdays.
  • Chinese: 0800–252451. Free. 0900–1630 weekdays.
  • Punjabi: 0800–521360. Free. 0830–1630 weekdays.
  • Welsh: 0800–289011. Free. 0900–1630 weekdays.
  • Language line: Details available from Benefits Agency local offices.
  • Family Credit Helpline: 0253–500050. Standard rates. 0730–1830 weekdays.
  • Benefit Inquiry Line for People with Disabilities: 0800–882200. Free. 0830–1830 weekdays. 0900–1300 Saturday.
  • Minicom: 0800–243355. Free.
  • Disability Living Allowance Customer Care Helpline: 0345–123456. Local rates. 0730–1830 weekdays.
  • Child Support Agency Inquiries: 0345–133133. Local rates. 0830–1800 weekdays.
  • Social Security Advice Line for Employers: 0800–393539. Free. 0900–1630 Mon-Thur. 0900–1600 Friday.
  • War Pensions Agency Helpline: 0253–858858. Standard rates. 0815–1715 Mon-Thur. 0815–1630 Friday.
  • Minicom: 0253–859999. Standard rates.

Trade and Industry

  • General Inquiries: 071–215 5000. Standard rates. 0830–1730 weekdays. Answerphone at other times.
  • Innovation: 0800–442001. Free. 0830–1730 weekdays. Answerphone at other times.
  • Business in Europe Hotline: 0272–444888. Standard rates. 24 hours a day.
  • DTI Services for Businesses: 0800–500200. Free. 24 hours a day.

Transport

  • Driver and Vehicle Licensing Agency Customer Inquiry Unit (Drivers): 0792–772151. Standard rates. 0815–1630 weekdays.
  • Customer Inquiry Unit (Vehicles): 0792–772134. Standard rates. 0815–1630 weekdays.
  • Cones Hotline: 0345–504030. Local rates. 24 hours a day.
  • London Transport Travel Information: 071–222 1234. Standard rates. 24 hours a day.

The citizens charter unit has itself set up and run a number of telephone information lines which are directly related to the charter;

  1. a) 0800 100101 sent out copies of guides to the citizens charter White Paper. Calls to this line were free. The service ran from 22 July 1991 until 16 March 1994.
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  2. b) 0345 300130 provided information about how to obtain copies of the follow-up charters produced by Departments and agencies. Calls to this line were charged at a local rate. The service ran from 25 November 1992 until 16 March 1994.
  3. c) Charterline (0345 203040), a telephone information helpline service for local and national public services, was piloted in the east midlands from 19 May 1993 until 6 May 1994. Calls were charged at a local rate.
  4. d) The citizens charter publications line on 0345 223242 was set up on 16 March 1994 to send out copies of the Guide to citizens charter White Papers; details of how to obtain the follow-up charters; the code of practice on access to government information; charter mark award scheme information; charter news; and complaints task force information. The service is still running; calls are charged at a local rate.
  5. e) Public nomination lines for 1995 charter mark awards were set up on 13 March 1995. These include the following:
    • English:—0645 400 444
    • Gujerati:—0645 400 440
    • Urdu:—0645 400 441
    • Hindi:—0645 400 442
    • Punjabi:—10645 400 443
    • Bengali:—10645 400 445
    • Deaftext:—10645 400 447
    • These services will run until 31 May 1995. Calls are charged at the local rate.
  6. f) Charter mark 1995 applicants helpline on 0171 270 6142 was set up on 14 March and will run until 14 July 1995. Calls are charged at normal rate.

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