Probe into 118 directory service

Directory enquiries were deregulated a year ago

A government watchdog is to investigate whether the abolition of the 192 directory enquiries service has been worthwhile for consumers.

The market was opened to competition a year ago and replaced with more than 100 helplines, all pre-fixed with 118.

The National Audit Office (NAO) will also look at the role of Oftel, the regulator, in liberalisation.

The NAO, which scrutinises government departments, will publish its findings later in the year.

In a statement, it said the report would examine "whether the expected benefits of liberalisation occurred in practice" for consumers.

The 192 service run by BT was abolished on 24 August 2003 and replaced by numbers pre-fixed 118, bringing the UK directory enquiry service in to line with Europe.

In the early days of the deregulated market, the new 118 services were publicly criticised, with complaints about the quality and accuracy of information.

A recent survey by new regulator Ofcom concluded that 118 services had improved and were succeeding in driving down prices.

However, it said that a quarter of users were now using the 118 numbers less frequently.

And critics say it is still difficult for consumers to know what they are being charged - and make informed choices, because there are so many numbers to remember.