The new 118 directory enquiry services

In December 2002 the market for directory enquiries opened up to a wide range of companies offering new products and services in addition to the basic DQ service. These services operate on new 6-digit numbers, all starting with 118. This booklet explains what these changes mean for you.

1 When will the changes happen?

The new 118 DQ services became available in December 2002. The old DQ numbers, such as 192, stopped working on 24 August 2003.

2 How will I know which 118 number to dial, and how much it costs?

We expect that the new 118 DQ services will be widely advertised. The adverts will tell you about the different 118 numbers, the services offered and the price of calls. The DQ industry has also put together a website, at www.newdirectoryenquiries.com, to provide information to consumers on many of the new services available.

There may be a fixed charge for calls, or a charge per minute while the call is connected, or both. As with other types of phone call, the charge for using a BT line may differ from the charge on another type of line such as cable or mobile. If you use a 'call completion' service, it will tell you the cost of the DQ service before you are connected (see question 7). Any calls you make to the new numbers will appear on your phone bill. ICSTIS (the Independent Committee for the Supervision of Standards of Telephone Information Services), which regulates premium rate services, will regulate the content and promotion of DQ services in the same way that it regulates premium rate services. You can find information about the regulations that will apply to the 118 DQ serviceson the ICSTIS website, www.icstis.org.uk.

3 How will I know which 118 numbers are for national DQ services, and which are for international DQ services? Which countries will be covered by an international DQ service?

Any advertisements for a 118 DQ service must show clearly which type of service is being offered. An international DQ service might not cover every country in the world, but all adverts must make clear which countries are covered.

4 I get my main phone line from another phone company, not BT. Will these changes still affect me?

Yes. The changes will affect all networks. Existing DQ numbers have been replaced with 6-digit codes, each starting 118. These codes should be available from all networks, both fixed and mobile. You should note that some of the 118 numbers might not be available on all networks, but all networks must have at least one 118 number. Please note that this does not apply to the 195 code for visually impaired customers (see question 21 below).

5 How will I get a DQ service on my mobile phone?

The changes affect all mobile networks. Many of the new services are available from mobile phones. But remember that calls often cost more when using a mobile. Your mobile phone company will be able to tell you how much it costs to call the different services from your mobile phone.

6 Will a national DQ service be able to give me a number for anyone in the UK, or just BT’s customers?

The new 118 DQ services will be able to give you the phone numbers (where available) of customers on all the different fixed (ie non-mobile) phone companies in the UK, not just BT. You will not be able to get the number of anyone who is ex-directory. Nor will you get a number if you cannot give much information about the person’s name or address. At present, mobile phone numbers are not generally available from DQ services.

7 What is ‘call completion’? How will it affect me?

Some DQ service providers offer call completion as an extra feature on their 118 DQ services. Call completion means that after it finds the number you want, the service provider will offer to connect you directly to the number you request (so you don’t have to hang up and re-dial). In all cases, the service provider should still tell you the number, if you want it, even if they then connect you directly to it. You don’t have to use call completion if you don’t want to. You should be aware that it may be cheaper to hang up and redial the number yourself. The price of the call completion service must be given to you if you choose to use call completion. Call completion to adult services will not be allowed.

8 Will I always be able to get the number I request? Will I be charged for making the enquiry if the number I want isn’t available?

If the person whose number you want is ex-directory, you will not be able to get the number. And you will only be able to get a number if you can give enough information about the person’s name and address. In general, the DQ service provider will charge you for searching its database, whether or not the search is successful.

9 How many numbers will I be able to ask for in each call?

This will vary from one service provider to another (as will the price of the call). Some may limit you to one query only.

10 Will I be able to ask for the phone numbers of plumbers in, say, Biggleswade even if I don’t know the name of the particular firm I am looking for?

This will depend on the DQ service provider you call. All 118 DQ services must at least offer a search by name, which means you can ask for phone numbers if you know the name and address of the person or company. Some DQ service providers also offer a grouped service, which means you will be able to ask for numbers using business classes like ‘plumbers’, ‘florists’ and so on. In such cases the DQ service provider might only tell you the phone numbers of businesses that have paid to be listed. The order in which they are presented might depend on the level of fee they have chosen to pay.

11 What if I’m unhappy with the DQ service I’ve had, and want a refund?

All DQ service providers have arrangements for dealing with complaints. We recommend that you first contact the provider directly, rather than speaking to your phone company. Contact details for DQ service providers will be noted on all adverts. Providers will be able to give refunds if they find you have paid a wrong charge.

If you are still unhappy with the service you’ve had and want to take your complaint further, of if you think the DQ service provider may be breaking the rules, then you could contact ICSTIS, the premium rate services regulator. Details of the regulations that will apply to DQ services and details of the powers of ICSTIS are available on its website, www.icstis.org.uk. You can contact ICSTIS via its website or call 0800 500 212.

12 What if I want to make a DQ call from a payphone?

Some of the new 118 DQ services are available from public payphones. The charge for a given 118 service may not be the same on a payphone as it is on your home telephone. Notices with the public payphones will explain how to contact at least one 118 number and what it will cost.

13 Will the call barring I have set up with my phone company be affected? What happens if I have 'In contact plus' on my line?

Call barring (for example for international or premium rate numbers) will continue to work for barred numbers dialled directly from your phone. If you wish to bar access to the new 118 DQ services, you will need to speak to your phone company for advice. If you think some types of call barring might restrict the range of 118 DQ services you can access, please ask your phone company for more details.

If you or a friend or relative has 'In contact plus', you will not be able to call the new 118 numbers. Again, you should speak to your provider if you wish to change this.

14 Will I get more unwanted calls? How do I stop getting them?

The changes should not result in more unwanted sales and marketing calls to your number. If you wish to stop getting these calls, please contact the Telephone Preference Service (TPS) on 0845 070 0707 or online at www.tpsonline.org.uk

15 How do I go ex-directory? What happens if I am already ex-directory?

These changes will not affect your ex-directory status. If you wish to go ex-directory, you should, as now, contact your phone company and it will explain your options. If you are already ex-directory, you need take no action – you will remain ex-directory across the new services.

However, please be aware that ex-directory status only applies to phone companies. If you give your information to other organisations (for instance in a survey), callers may still be able to get hold of your number. If you wish to stop receiving sales and marketing calls, you should register with the Telephone Preference Service online at www.tpsonline.org.uk or call 0845 070 0707.

So-called 'reverse searching', where someone who has your phone number can request your address, will not be allowed unless you have given your permission for it.

16 What happens if I dial 192 after 192 is no longer available on the UK phone network?

You will not be charged for the call. For a certain period, you will instead hear a recorded message explaining that the 192 service has been withdrawn, and informing you of alternative services.

17 I’m familiar with the existing 192 number for directory enquiries. Why does the number have to be changed?

At the moment, if you dial 192 you get the DQ service provided by your phone company. So if you dial 192 on a BT line, you get BT’s DQ service, and if you dial 192 on your mobile phone, you get your mobile phone company’s DQ service. Most customers in the UK can easily use only the DQ service provided by their own phone company. This is why we have decided to create better value and choice for you by introducing the new range of 6-digit numbers for DQ services, each starting with 118. All DQ service providers can compete on equal terms. Several other countries have already successfully introduced similar changes to their DQ markets. We have chosen numbers starting with 118 because other countries in Europe will increasingly be using these numbers for their DQ services.

18 Does the change only affect 192?

No. All existing short numbers for DQ services, such as 192, 197, 153 and 142, will be withdrawn. They will be replaced with 6-digit numbers, each starting with 118. A list of many of the numbers is online at www.newdirectoryenquiries.com Visually impaired or otherwise disabled customers who cannot use a conventional phone book will still be able to use the 195 service.

19 Why can’t we keep the existing DQ numbers like 192 and 153, and have the new 118 numbers as well?

We carried out a public consultation in 2000 which carefully considered this possibility. But there are not enough 3-digit codes to go around, so we concluded that if the existing DQ numbers such as 192 remained available the existing suppliers would have an advantage, making the market less competitive. The existing DQ services would continue to attract most DQ calls. The new services using 118 numbers would not be used, and we would not achieve our goal of improved value and choice for customers.

20 How can I stop calls being made from my phone to the new numbers?

If you are the bill payer for your telephone and you wish to bar access to the new numbers, you should speak to the company who provides your telephone service (such as BT, a cable company or a mobile operator). They will be able to give you information on their call-barring options to prevent unauthorised calls to certain numbers including the new 118 numbers.

21 What about 195 for visually impaired customers?

The 195 service for customers who cannot use a conventional paper phone book will continue on 195 – it will not be affected by the changes.

For more information

We cannot recommend which DQ service you should choose, but we can give you more information and advice on the type of services available.

If you need any help, please contact us at:

Consumer Representation Section
Oftel
50 Ludgate Hill
London
EC4M 7JJ

Phone: 0845 714 5000 (local rate number)
E-mail: advice@oftel.gov.uk
Textphone: Oftel's textphone number is 020 7634 5370.

To complain about the content or advertising of the new services, contact ICSTIS at:

ICSTIS
4th Floor
4 Maguire Street
London
SE1 2NQ

Phone: 0800 500 212
Textphone 07775 856 814
E-mail: secretariat@icstis.org.uk
Web: www.icstis.org.uk

You can reproduce this publication (but not the Oftel logo) free of charge as long as you do this accurately and do not use it in a misleading way. You must say that the material is 'Crown copyright' and clearly state the title of the publication.

You can also find this booklet on our website at http://www.oftel.gov.uk or linked from the ICSTIS website at www.icstis.org.uk. Please note that there may be a more up-to-date version of this booklet on our website.

If you have any questions about this booklet, send them to Alex Campbell at Oftel by e-mail: alex.campbell@oftel.gov.uk
or phone: 020 7634 8700.