Press release:

Ofcom to protect vulnerable consumers with cap on 118 numbers

Commenting on Ofcom’s announcement to cap the amount that 118 operators can charge customers, Richard Neudegg, head of regulation at, says: “The fact that these numbers are mostly used by the elderly and more vulnerable consumers who might not readily have access to the internet means it’s right the regulator steps in.

“118 operators have been losing customers since their heyday as use of the internet for everyday enquiries has become the norm,  and the reaction of some 118 services has been to increase charges for their limited customer base.

“By capping these calls at £3.65 per 90 seconds from next April, Ofcom has put a restriction on excesses. This is a clear signal that there is a limit on how much providers can recoup operating fees by hiking costs to a dwindling number of users, who often are unaware of the charges.”

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