Lib Dem Brian Cotter MP Comments On Ofcom Report On 118 Directory Enquiry Services

12.43.14pm BST (GMT +0100) Fri 18th Jun 2004

26% of adults have deserted directory enquiries since the market was deregulated, amid fears of high costs and poor service, according to an Ofcom report released today.

Commenting, Brian Cotter MP, Liberal Democrat Small Business Spokesman, said: "Ofcom's report makes it clear that consumers have lost confidence in directory enquiry services as a result of this bungled attempt at deregulation."

"With over 120 different 118 providers, and a plethora of baffling pricing structures, consumers aren't benefiting from the choice that deregulation was supposed to bring them.

"It is welcome that levels of accuracy amongst 118 providers are improving, but Ofcom must restore public confidence in the service by requiring clear and transparent pricing structures."

"The regulator must also continue to monitor service standards across the whole of the market, rather than just focusing on the performance of the top 30 118 providers as they have done in this survey."

ENDS

Notes

• Brian Cotter instigated a Parliamentary campaign in November 2003 calling for Ofcom to take action to improve standards in the 118 market following an official survey showing that just 62% of callers were given the correct information.

• Ofcom's report is available at http://www.ofcom.org.uk/media_office/latest_news/nr_20040618

• According to the report, 26% of adults claim to be using directory enquiries less frequently since the liberalisation of the market. Many of these consumers stated perceptions or experiences of higher costs and perceptions or experiences of poor service as the reason for this.