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Significantly fewer complaints about paid directory assistance services, yet vigilance remains in order

The prohibition on directory assistance services that put callers through to 0800-numbers (toll-free information numbers), which was introduced two years ago, has led to a considerable drop in the number of reports filed with the Netherlands Authority for Consumers and Markets (ACM). At the same time, ACM is warning against new forms of misleading practices that can lead to unexpectedly high phone bills.

For years, paid directory assistance services, which use numbers in the 0900, 0906 and 0909 series, were used for putting callers through to numbers that can often be called for free, such as the toll-free 0800 numbers of government agencies or customer services of businesses. Many callers were not aware that they were calling a directory assistance service. This often led to unexpectedly high phone bills, and, despite various enforcement actions, the number of reports had remained high. In December 2022, stricter rules came into force, and it became prohibited to offer directory assistance services for 0800-numbers (toll-free) using 090x-numbers (paid). After the stricter rules had come into force, ACM also conducted several enforcement actions. That resulted in the withdrawal of over 400 numbers in the 090x series.

Manon Leijten, Member of the Board of ACM, adds: “Previously, we used to receive many dozens of reports about these types of misleading practices every year. In the past year though, we could count them on one hand. This means that the tightening of the rules by the Dutch legislature and the stricter enforcement of compliance with those rules have clearly paid off. Despite this success however, we’re also seeing that fraudulent businesses try to circumvent the prohibition using new types of practices. We therefore need to remain vigilant.”

New forms of misleading practices

One example of such new types of practices is the use of Google ads in which fraudulent businesses pose as customer services of well-known companies or organizations. They circumvent the prohibition by using, for example, an area code instead of a 0900 number. The ads forward consumers to a paid directory assistance number, where they are faced with long waiting times, thereby incurring high costs without being actually helped. When calling the number, callers are informed that their call costs 80 cents per minute, and are then put on hold for ten minutes or longer. Callers are subsequently told that they cannot be helped right now. They are then called back by an anonymous number, a number starting with an area code, or a 085 number. They are told that they had dialed the wrong number, and are subsequently put through to the correct number (toll-free). Since 2023, ACM has withdrawn multiple numbers that were involved in these practices, and remains alert in order to protect consumers against these forms of misleading practices.

Tips for consumers

Consumers that use online search engines for finding a number of an organization or company may find among their top search results the phone number of a company other than the actual customer service number they are looking for. ACM recommends always searching the contact details of customer services on the official websites of the businesses or organizations themselves. That is the best method for avoiding unnecessary costs. ACM is calling on consumers to report misleading practices. This helps ACM take action against violations in a targeted and effective manner.

Subscriber information numbers

In 2022, the rules were also tightened for subscriber information numbers (numbers that start with 18). People can call these services to find a phone number and have them put through to that number. Since the tightening of the rules, ACM has also received fewer reports about these services.
More tips and information about directory assistance services or subscriber information numbers can be found on ACM’s consumer information portal, ConsuWijzer (in Dutch).

See also

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