Sourced fact
The duty applies to public chargepoint operators that are not micro businesses.
Regulation · UK
When the free staffed public charging helpline applies
Non-micro operators must provide a continuously available free staffed telephone helpline. The duty has applied since 24 November 2024, and the number must be prominent at all of that operator's public chargepoints for functionality problems within its control. The helpline is not an emergency service and does not promise resolution of an external power outage or a refund.
Reviewed
Key facts and evidence
Across the UK, as checked on 12 August 2026, the staffed-helpline duty has applied since 24 November 2024 to public chargepoint operators that are not micro businesses. Their number must be prominent, free to use and available at all times for functionality assistance. It is not an emergency line or a refund guarantee.
Sourced fact
The duty applies from 24 November 2024 and requires staffed availability 24 hours a day, every day.
Sourced fact
The telephone service must be free to use and its number prominent on or at every covered public chargepoint.
Sourced fact
The helpline covers functionality within the operator's control, not emergencies, guaranteed refunds or assured repair of external power failures.
Check the dated, non-micro-operator boundary for the continuous free staffed public chargepoint functionality helpline.
Check the coverage boundary
Confirm that the site is a public chargepoint and that the operator is not a micro business before asserting this duty. The rule applies from 24 November 2024 at all of that covered operator's public points.
What the line must provide
The number must be prominent, free to use and staffed continuously for functionality assistance. It is not a promise of a refund, an emergency response or resolution of circumstances outside the operator's control.
What to do next
Use the displayed number for connector, payment, software or other functionality assistance within the operator's control.
Immediate action: Note the chargepoint identifier, time, problem and outcome of the call.
- Use 999 rather than the helpline for fire, smoke or immediate danger.
- Recheck the live official guidance if operator status or the displayed number is uncertain.
Checks that stay with this vehicle
Call the prominent site number and give the chargepoint identifier and functionality problem.
A staff member receives the functionality request through the operator's stated route.
Use an emergency route instead if there is smoke, fire or immediate danger.
Do not infer from missing evidence
- Do not treat voicemail, a charged call or an emergency line as equivalent to the covered free staffed service.
Professional hand-off
- Report a missing, charged, unstaffed or unavailable helpline at an apparently covered point to the operator and then OPSS.
Questions this record can answer
What does the sourced evidence say about check the coverage boundary?
Confirm that the site is a public chargepoint and that the operator is not a micro business before asserting this duty. The rule applies from 24 November 2024 at all of that covered operator's public points.
What does the sourced evidence say about what the line must provide?
The number must be prominent, free to use and staffed continuously for functionality assistance. It is not a promise of a refund, an emergency response or resolution of circumstances outside the operator's control.