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DBS Telephone Number Changes: FAQs

Why has the number changed?

Government departments have been directed by Cabinet Office to stop using higher-rate telephone numbers for core public services. Cabinet Office stated that it is inappropriate to pay high charges for such services, particularly for vulnerable and low-income groups.

What is the benefit for customers?

The current numbers for the call centre, minicom and Welsh lines are 0870 numbers and cost between 2p-10p from a landline and 21p-41p from a mobile. The new number will cost customers the same as a call to 01 or 02 landline numbers and will be included in tariff bundles, including free minutes for mobile and landline packages.

When will the old numbers be switched off?

The DBS will run the 0300 numbers in parallel with the old 0870 numbers to assist customers in the transition for a period of at least six months. You have the option to contact the DBS on either number.

How much will I be charged using a 0300 number?

The new number will cost customers the same as a call to 01 or 02 landline numbers and will be included in tariff bundles, including free minutes for mobile and landline packages.

By law, 0300 numbers must be included in tariff bundles including free minutes for mobile and landline packages.

What should we do with existing DBS official paper work and applications carrying the old contact number?

You may continue to use them until you are ready to order new stock. Changes to the application form and certificate will be made as soon as possible.

The new numbers are:

DBS helpline: 03000 200 190

Welsh language line: 03000 200 191

Minicom: 03000 200 192

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