Ofcom Consumer Panel reaction to latest Directory Enquiries research
18 March 2005
The Ofcom Consumer Panel - the independent body set up to advise Ofcom on consumer interests in the broadcasting and telecommunications sectors -commented today on the latest round of Ofcom/ICSTIS Directory Enquiry market research.
Colette Bowe, Chairman of the Panel said:
"Over the past year, the Ofcom Consumer Panel has been tracking the development of the directory enquiries market closely. The latest results reveal headline trends of consumer confusion about costs and which number to call, accompanied by decreasing consumer use.
"We have made two recommendations to Ofcom. First, that it must now learn some lessons from how this was handled by Oftel.
"Second, that Ofcom should consider ways in which the consumer confusion in this market can be remedied. Whilst we note that Ofcom is planning to publish price and performance data to help consumers make effective choices - a welcome acknowledgement by Ofcom of an information problem in this market place - they must proceed to this quickly if consumers are to be in a position to get the best deal."