Telephone and SMS number guidelines

Telephone

Pricing information should be given wherever 0871 200 22 33 is displayed and should be prominent, clearly legible, visible and proximate to the number in accordance with rule 3.2.1 of the Phone-paid Services Authority Code. The wording that should be used in the pricing information is:“Calls cost 12p per minute plus your phone company’s access charge.”

Bus stop flags are not exempt from the display of call costs. However, the Phone-paid Services Authority has stated that if it is not possible to update bus stop flags a pre-call announcement for pricing immediately upon connection should be in place.

SMS

Customers can access information about services at their stop via text message by texting 84268

Texts cost 25p per text plus your standard network rate.

The text message that the customer sends will carry the cost that their mobile operator charges them to send a text to 84268 at their standard network rate. In most areas of Great Britain the cost of the reply from Traveline is 25p per text.

Where information is provided about the Traveline SMS service by any third-party, the charge for the service must be included within all materials. The pricing needs to be proximate to the call to action as set out below:

I.e.

‘If you prefer to get your live times by SMS, you can text your local stop code to 84268

Texts cost 25p per text plus your standard network rate.

Your mobile operator will charge you for your text to 84268 at your standard network rate. Traveline charge you 25 pence for the text that they send back.’

In Wales, Lincolnshire, Plymouth and Devon, mobile operators will charge for your text to 84268 but Traveline does not charge for the response to the customer. In areas where Traveline does not charge for the response, it’s good practice to make customers aware that they will be charged by their mobile provider for the outgoing text to 84268 at their standard network rate but there will be no charge for the response.