Oftel and ICSTIS today announced further action to improve the quality of directory enquiry services, following a meeting with senior management of The Number to investigate serious allegations of poor quality of service to consumers.

Liberalisation has given consumers increased rights under ICSTIS’s code of practice that covers directory enquiries, including the right to clear pricing information and the right to compensation when given incorrect information by a company.

Oftel and ICSTIS underlined to The Number that they were determined to ensure these standards are maintained and will use their regulatory powers to take action against companies that fail to meet them. Clear pricing and quality of service are critical to public trust and in the commercial interest of the firms themselves.

The Number described the significant investment it has made in its systems to ensure that callers receive accurate information, that any problems are swiftly dealt with, staff are rewarded for quality of service, and that refunds are available.

Oftel and ICSTIS welcomed the commitment to further improvements made by the company and welcomed its offer to share with the regulators the independent monitoring it regularly undertakes.

The regulators will also monitor implementation of The Number’s system improvements that it described in the meeting to make sure that these measures work in practice.

Oftel and ICSTIS announced that, as part of their work to monitor the impact of the new directory enquiry services, they will carry out a programme of mystery shopping to measure the accuracy of information given out to callers by all the directory enquiry services.

Following publication of this survey, they will consult with directory enquiry providers and consumer groups to update the code of conduct in the light of experience.