Calls made through the ONS App or Web Client are not charged to the user. To aid understanding, calls are initiated by:

• The user dials a number.
• The One number system calls the user, initiating the call via the Trust.
• The One Number system calls the dialled party.
• Before the dialled party picks up, the One Number system joined the user and the called party together.

If a user initiates a call with the native phone application and not the One Number application, call charges are expected. The ONS App will always call the users preferred device first and the user must answer the call,  it wont dial the number directly and if the preferred device isn't picked up the outgoing call fails.