A&A accounts and telephone calls: rates allowable and information you should provide with the account entry
A telephone call is only chargeable at one of the rates prescribed in the Table of Fees in Part 2 of Schedule 3 of the Advice and Assistance (Scotland) Regulations 1996, as follows:
For a short call up to four minutes.
For a lengthy call over four and up to 10 minutes, with enough brief narrative to identify which charge is appropriate.
Time charge under paragraph 1A for lengthier calls subject to the time being properly recorded in a file note.
Standard charges, based on five or six minute units, perhaps in the use of a time recording system, are contrary to the basis of the fees set out in the Table of Fees. Where it is unclear how long a telephone call lasted or there is insufficient narrative to support a charge, we will only allow a charge at the lowest rate.
Unanswered telephone calls
No charge can be allowed for a telephone call where:
There is no reply.
A message is left on an answering machine or with someone other than the intended recipient of the call.
You are not providing advice and assistance.
We can exceptionally allow a charge for a telephone call where you leave a message on an answering machine or with someone other than the intended recipient of the call but, in the process indirectly provide the assisted person: