Following consultation with stakeholders, Oftel has announced proposals to bring the benefits of competition in Directory Enquiries (DQ) services direct to consumers.

Oftel's statement on access codes for directory enquiry services, available online at www.oftel.gov.uk/publications/numbering/denq0901.htm, detailed proposals for a new range of '118XX' or '118XXX' access codes. The new range will replace the existing codes used for DQ services, including 192, 153 and 142).

At present consumers can only access the DQ service provided by their network operator. The new arrangements will mean that consumers will have a choice of DQ service provider no matter what network they use.

Freeing up DQ services is expected to lead to the introduction of a range of new services, including:

• 'call completion' facilities where the operator can connect people directly to the number they have requested;
• a single number for classified and standard services - a combination of DQ and 'Talking Pages' type services - to enable consumers to find the numbers of all relevant businesses as well as a specific company; and
• services in a range of languages for people whose first language is not English and visitors from overseas.

Oftel expect the presence of new firms in the market to promote competition in quality of service and on price, encouraging better customer service and lower prices

Oftel believes that introducing the new 118XX(X) codes and withdrawing the old ones is the most pro-competitive option available. This is because no one service provider would have a shorter code then any other.

Despite this benefit, Oftel was concerned about the potential for consumer confusion, especially following the withdrawal of the well known 192 code.

However, experience from other countries, where similar schemes have been introduced, suggests that consumers have little trouble in adjusting to the new codes. Furthermore, Oftel's own consumer research found that a majority of consumers (65%) were not concerned about the possible withdrawal of 192. (See www.oftel.gov.uk/publications/research/2001/q3fixr.htm).

Oftel also found that British consumers were not benefiting from the same wide range of services and increased price competition as consumers in other European countries, and expects the changes to help the UK catch up with European countries.

On October 22 Oftel hosted the first industry DQ implementation working group, which saw many representatives from independent service providers and network operators coming together to sort out the practical details of the new arrangements.

Oftel expects to see the new codes up and running in the spring of 2002. The existing DQ access codes will be withdrawn following a 12-month period of parallel running.

For further details contact Alex Campbell (tel: 020 7634 8970/e-mail alex.campbell@oftel.gov.uk).