Thus quits 118 service

Wrong numbers have given rise to complaints about 118

A major communications firm is pulling out of the 118 directory inquiries service "to protect its reputation".

The decision by the Scottish company, Thus, follows a report by Oftel which said only four out of 10 of all 118 requests to directory services were given accurate responses.

Thus said it had outsourced its 118 355 service and dealt with about 25,000 calls per month.

Chief executive Bill Allan said the company was disappointed by the Oftel survey and had a reputation to protect.

According to the report, 61% of calls to the Thus service requesting business numbers were answered correctly.

But this figure dropped to 33% for residential numbers, making Thus the least accurate service for home number inquiries.

Heavily criticised

Mr Allan said: "As a consequence we have reviewed our outsourcing arrangements and decided to withdraw the 118 service that is offered on our behalf by an outside supplier.

"Thus prides itself on the quality of service we offer our customers and sets high standards for all our services.

"Thus is totally focused on providing quality services to business customers but does not participate actively in the residential market.

"To protect our reputation and quality ethos, we have decided to withdraw our outsourcing arrangement and end our 118 service."

The 118 services have been heavily criticised since they replaced the old BT 192 number in August.

Thus, formerly known as Scottish Telecom, was originally established by ScottishPower in 1994.

It was demerged from the ScottishPower Group in 2002.