Question

To ask the Secretary of State for Digital, Culture, Media and Sport, what assessment she has made of the accessibility and affordability of Directory Enquiry Services for older and digitally excluded customers; and if she will discuss with Ofcom whether the current price cap of £3.65 for 90 seconds remains appropriate for elderly and digitally excluded customers.

In November 2018, Ofcom, as the independent regulator for telecoms, introduced a cap of £3.65 per 90 seconds for Directory Enquiry service charges, which has not increased with inflation. Prior to the cap, a two-minute call to the most-well-known provider cost £13.47, with some providers charging more than £20. The cap was introduced to protect consumer from bill shock and to mitigate the affordability issues identified at the time.

Under Ofcom rules, telecoms providers must ensure that people who are unable to easily use an online or printed directory due to disability can access free directory enquiries, with through-connection of the call on request.

It is for Ofcom as the independent regulator to determine the appropriate level of the price cap.