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Citizens Advice telephone service takes its millionth call

13 Mawrth 2014

Citizens Advice has taken the one millionth phone call to its Adviceline, the charity—which this year celebrates its 75th anniversary—revealed this week.

The call was taken by a volunteer at Cambridge Citizens Advice Bureau and was from someone who needed information and advice about an employment issue.

Citizens Advice Chief Executive, Gillian Guy, said:

"It’s fantastic news that the Citizens Advice telephone service, Adviceline, has received its one millionth call, and that we have been able to support so many people with debt, benefits and employment issues since it was set up in 2010.

‘Every year Citizens Advice helps millions of people deal with their problems. A lot of this is done face to face at our bureaux across the country, but increasingly we are looking to offer advice via other channels, including online and over the phone.

‘As austerity measures continue and tightening budgets leave many struggling to make ends meet, broadening our service will enable us to support a greater number of people, as well as offer more choice about how and when individuals can access advice."


Over £5.5m went back into the pockets of people Citizens Advice helped in 2012-2013 with employment issues, including from financial awards, compensation and reinstatement.

The employment pages on the charity’s Advice Guide website were viewed over 1.3 million times in the three months to December 2013, an increase of 38 per cent on the same period in 2012.

Employment issues are also the fourth most common problem seen by Citizens Advice bureaux, after benefits and tax credits, debt and housing. In 2013 Citizens Advice bureaux helped people with over 406,000 employment issues.

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Notes to editors:

  1. The Citizens Advice service comprises a network of local bureaux, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  2. The advice provided by the Citizens Advice service is free, independent, confidential, and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  3. To find your local bureau in England and Wales, visit citizensadvice.org.uk. You can also get advice online at adviceguide.org.uk
  4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers
  5. Citizens Advice Bureaux in England and Wales advised 2.3 million clients on 5.4 million problems from October 2013 to September 2014. For full 2013/2014  service statistics see our quarterly publication Advice trends
  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 3,000 service outlets across England and Wales.