Managing directory enquiry listing

There are three categories for listing landlines which determine how they can be accessed:
- Directory Entry (DE) This means people are listed in printed phone books and their numbers are available online and via directory enquiry phone services. Numbers can also be sold to businesses and organisations unless these have been registered with the Telephone Preference Service.

- Ex-Directory (XD) A number is not listed in the phone book and will not be available via voice services to individuals or companies. Nor can it be sold for telemarketing.

- The third category is called Directory Enquiry Request Only (DQR). While numbers might not be listed in printed directories, these are available to third-parties via directories people phone and may also be rented out. This is why some people who think they are ex-directory still get calls they are not expecting.

People can take steps to ensure that their telephone details are accessed as they want them to be. For landlines, check and change the directory entry by doing the following:

- If the service provider is BT, call:
0800 800 150 for RESIDENTIAL NUMBERS
0800 800 152 for BUSINESS NUMBERS

- For all other service providers, call them direct and get them to make any required changes. They will then forward new details to OSIS, the central database, and instructions will be passed on to all directory enquiry service providers.

Because OSIS contains few mobile phone numbers, any directory enquiry service focussed on mobile listings will not get their data in this way. Such services are more likely to obtain mobile phone numbers from the other sources. So people should contact the directory enquiry service concerned to check their status and make any changes.

In the case of 118 800, people can check their status free of charge by searching for themselves on the website. People can become ex-directory here too. The ex-directory listing takes effect within 9 days.

Preventing unwanted sales calls

People have three options for preventing unwanted sales calls

Simply register all phone numbers with the Telephone Preference Service (TPS) which is the UK direct marketing industry's telephone opt-out service. By registering a number with the TPS people indicate that they do not wish the number - landline or mobile - to be used by companies wishing to make marketing calls, even if the number remains in directories. Companies seeking to make marketing calls are regularly required to screen the numbers they wish to call against the list of numbers in the TPS. If companies or not-for-profit organisations then phone people out of the blue using a number they have registered on the TPS and try to sell things, they are in breach of the rules. Most reputable organisations undertaking telephone marketing now comply.
Registering with the TPS should mean the calls cease. However where an overseas company is making calls on their own behalf to the UK, they avoid UK regulation and often ignore the TPS. So people may still receive such calls. But any other organisation making unsolicited calls when people are registered with the TPS is in breach of the rules and people should complain to the Information Commissioner's Office (ICO), the UK's independent regulator set up to protect the way their personal information is used. To register with the TPS, visit www.mpsonline.org.uk/tps or call 0845 070 07 07. Once people have registered it can take up to 28 days for the registration.
Compliance with the TPS is supervised by the Information Commissioner's Office. If people have a complaint about a company, they can get in touch with the ICO via www.ico.gov.uk
Some people complain of 'silent calls' where the phone rings, they pick it up and they then hear only silence. These calls are generated by the use of 'automated diallers'. When these are incorrectly set, more numbers are dialled than there are operators available to take the calls. If the purpose of the call was to sell something, then registering on the TPS will reduce these. However companies use automated diallers for things such as debt collection and market research, and the TPS is unable to reduce these calls.
To reduce the number of silent calls people get, they can register with the Silent Callgard Service at www.ukdatait.co.uk or by calling 0870 444 3969.

People can stop calls from selected companies

Many people don't want to stop calls from all companies as they can often attract their attention to good offers they'd otherwise not know about, such as cheaper mobile phone packages, beneficial insurance deals or holiday discounts. But if they're continually being bothered by, for instance, a specific kitchen supplier when people're very happy with the kitchen they already have, then people may choose to stop that particular company from bothering them. When they call, don't just hang up - ask that the number be removed from their database. Also ask when that request will take effect; it may take them a few weeks to process it. Make sure to get the name of the company responsible for the call so that a complaint can be lodged with the ICO should the calls continue.

People can choose to screen or block calls

Telephone companies generally offer services to help people screen or block incoming calls. For example, by seeing the number of the incoming call displayed on their phone people can choose not to answer calls from numbers they don't recognise. Phone companies may let people block calls from certain numbers or all calls from withheld numbers. Contact phone companies for the options available.