Text Relay Calls
Post Office discovered that it had not been applying a special tariff scheme to some text relay calls made in the period August 2013 to November 2018 (inclusive) which all providers are required to do under General Condition C5.9 and previously under General Condition 15.3.
Post Office reported this issue to Ofcom January 2019 and they have now concluded their investigation.
Post Office has identified and refunded customers where text relay information was available. For existing customers, credits were added to their next monthly or quarterly bill. Cheques were posted out to customers who have since left the Post Office. However, there may be a small number of customers where this has not been possible.
Post Office apologises to any customers who made text relay calls using our service and did not receive the discount that they were entitled to.
If you were a Post Office customer who made text relay calls in the period August 2013 to November 2018 (inclusive) and believe you have not yet received a refund please e-mail us at firstname.lastname@example.org or call us on 0345 600 3210 (simply say when prompted “to speak to the Special Care Team”) with the details of the calls for which you were overcharged and we will refund any overcharge.
The Post Office has always provided text relay services and we recognise the important role they play for anyone who may have hearing or speech impediments. We now no longer apply any charge to calls made using this service.