You have to call a special number to reach a service? Mistrust! Many organizations and traders use surcharged numbers and the invoice may be very salty …

You have to call a special number to reach a service? Mistrust! Many organizations and traders use surcharged numbers and the invoice may be very salty …

You have surely noticed, many companies – but also certain public organizations such as the Primary Health Insurance Fund or Pôle Emploi – use special telephone numbers. These numbers are highlighted when it comes to contacting them to, for example, request information, follow an order or call on the after-sales service.

Boredom is that the pricing of communications is not always very clear, some numbers being surcharged, which can cause some – bad – surprises … and, despite the legislation and the resolutions taken by the operators, the abuses continue, in particular through SMS that encourage special numbers … at a high price!

Special numbers, surcharged numbers, SVA: what is it?

The surcharged numbers are associated with what is called value -added services (SVA). These are professional numbers allocated to companies (banks, traders, etc.), public organizations or administrations to give access to a service related to their activity, which can be paid or free. Historically, these services and these numbers appeared with the development of telematics – the famous 3615 of the minitel, the oldest of which no doubt remember … – in particular the audiotel service of France Telecom, which has made the fortune of many companies.

With the passage of ten -digit numbering in 1996 and the arrival of mobile telephony in France at the same time, these services multiplied, as well as abuses of all kinds, some consumers ending up with disproportionate telephone bills, failing to understand the applied prices.

A first information effort was made, with a special signage based on a color code – the famous green, azure, crystal, indigo … -, but it did not prevent confusion in the minds of users – and scams in certain entrepreneurs …

In accordance with its missions, the regulatory authority for electronic communications, posts and the distribution of the press (Arcep) was therefore responsible, a few years ago, to reform the organization and pricing of value added services (SVA). This reform resulted in the implementation, from the 1^er October 2015, a new simplified pricing of the SVAs associated with clearer signage. In particular, it distinguishes the cost of telephone communication and the cost of associated value -added service.

How to recognize long paid numbers?

“Long” phones have ten digits. The “normal” numbers are not subject to any surcharge, unlike many special numbers. Fortunately, it is quite simple to recognize them.

• The normal numbers, known as geographic, are the ten -digit numbers starting with 01, 02, 03, 04 or 05, each prefix corresponding to a region. It is not the subject of any special pricing: these are so -called “fixed” numbers, which are generally included, and therefore free, when they are called with an internet box or with a mobile phone – if they are included in the package, of course.
• The numbers starting with 09 correspond to fixed, but non -geographic numbersgenerally associated with internet boxes. They obey the same pricing rules as geographic fixed numbers and are therefore not surchargedeven when it comes to the customer service of a company – it is this type of number “free” that must be favored, when you know it.
• The numbers starting with 06 or 07 correspond to mobile numbers. As such, they are priced at the cost of mobile communications, and therefore sometimes included in telephone plans. But they are not surcharged.
• Long numbers (ten -digit) starting with 08 are special SVA numbers susceptible to surcharged beings. But several prices are possible. To avoid confusion and comply with the reform of theArcep, SVA+, an association bringing together operators and service providers, has set up a signage associated with color codes.
• The numbers starting with 0800, 0801, 0802, 0803, 0804 or 0805 are completely free, whether from a fixed phone or a mobile device. They are reported by a green label and the mention “free service & call”.

• The numbers starting with 0806, 0807, 0808 or 0809 are said to be trivialized. The service is free, but communication is paying,. They are reported by a gray label and the mention “Free Service + Call Price”.

• All other numbers starting with 08 are surcharged (increased). The call and the associated service are chargeable. They are reported by a purple label and a mention detailing the applied rate, such as “Service 0.15 € / Call + Call price”.

In all cases, a voice message must indicate the price applied before the call is taken into account and billed. Be careful, because you sometimes have to be very responsive!

How to recognize paid short numbers?

In addition to long numbers, short numbers must also be wary of three or four digits, which are often associated with vocal servers. Again, some are free, others pay!

• Short four -digit numbers starting with 30 or 31 are completely freefrom a fixed or a mobile. They are also reported by a green label and the mention “Free Service & Call”.
• The other short four -digit numbers starting with 3 are paid. Some, reported by a gray label, are said to be trivialized and only pay the communication, the remaining service. Others, reported by a purple label, are surcharged, and charge both the call and the service, indicating the prices applied.
• Short three -digit numbers starting with 1 are paid. The call is always trivialized (therefore paying for duration), and the associated service is priced either per minute or call.

Again, a voice message must indicate the price applied before the call is taken into account and billed. Be careful, because you sometimes have to hang up!

Consult the reverse directory of SVA numbers to find out the prices

If you have a doubt about the pricing of a special issue, the simplest is still to consult, before the call, The reverse directory of SVA numbers. Established by SVA+, the association of operators and service providers, this online tool allows you to very easily know the nature and pricing of a special number, whether type 08 or short.

As with any reverse directory, it is enough to enter the number in the associated field and to launch a research to know the identity of its owner – name, address, corporate reason, etc. – and the price applied.

Of course, This service completely free. And it is possible to report erroneous information or a problem with the service in question by filling out a report form.

What to do in the event of a high telephone bill due to overwhelmed numbers?

The legislator has provided for some measures to avoid abuses of the past. Thus, fixed or mobile telephone operators – Orange, Bouygues Telecom, Free, SFR, etc. -cannot make payment greater than 300 euros on behalf of third-party companies through the invoice of their subscribers without having appropriate bank accreditation-accreditation which they do not have to date according to article L521-3-1 of the Monetary and Financial Code.

If you see on your telephone bill payments on behalf of third -party companies of an amount greater than 300 euros, immediately make an official complaint with your operator and notify the arcep via the special site I lend the arcep.

Special numbers and surcharged numbers: what does the law say?

To learn more about the rules and legislation framing special numbers, see the following pages on the web.