Over a third of all calls made to the newly spun-off 118 directory enquiry services result in callers being given incorrect number information, new research has revealed.
A study by Oftel and the Independent Committee for the Supervision of Standards of Telephone Information Services (Icstis) found that only 62 per cent of all requests resulted in the correct information being provided.
Eight out of 10 callers who complained about inaccurate information were offered a refund.
The cheapest call from a BT line for a residential directory enquiry request was 23p, while for a business directory enquiry request it was 21p.
Nine out of 10 consumers are aware of the changes to directory enquiry services and around 40 per cent have used one of the new numbers, the study found.
Icstis deputy director Paul Whiteing said: "At this stage, the overall level of performance of directory enquiry service providers is not as good as it could be, especially in relation to levels of accuracy.
"Oftel and Icstis will discuss with the industry what can be done to improve overall performance."
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