Brussels, 19 September, (Brussels Morning Newspaper) – Belgium paid directory services will have to disclose their highest applicable call price before charging consumers under new transparency requirements announced on Saturday by Telecommunications Minister Vanessa Matz and Consumer Protection Minister Rob Beenders. The rules are intended to prevent callers from discovering potentially substantial charges only when their telephone bill arrives.
Directory services must disclose prices before charging
Under the new rules, paid telephone directory services such as 1307 must play a message at the beginning of a call stating the highest tariff that could apply. Prices can differ depending on the caller’s telecoms operator.
The announcement must also explain that charging will begin only after an audible signal. Consumers can therefore hear the price and hang up before the signal without being charged.
The Brussels Times reported that the affected services include 1307, known as 1207 in Flanders, and 1313, known as 1212 in Flanders. Proximus operates the first service, while EDA operates the second.
Ministers cite costs of up to €3 per minute
Beenders said the cost of telephone directory assistance can vary sharply between operators.
“Depending on the operator, a minute can cost between €0.30 and €3,” Beenders said in the government’s 19 September announcement. He added that a five-minute call can consequently reach €15.
Under the changes, the consumer will know the potential cost before the paid service starts, rather than discovering the charge later on their telephone bill.
Government says telephone searches remain important
The federal government said directory assistance continues to serve consumers who do not necessarily search online, particularly older people and those less comfortable with digital technology.
Matz said telephone-based information remains necessary for some consumers despite the expansion of digital services.
“The development of online services cannot make us forget those who need another way to access information,” Matz said. She described clear price disclosure and the ability to decide whether to continue a call as an essential consumer protection.
The policy also follows legislation adopted by Belgium’s Chamber of Representatives in July guaranteeing access to federal public services through non-digital channels or equivalent alternatives. Matz said at the time that digital vulnerability still affects 40% of Belgians.
Directory services still receive hundreds of thousands of calls
Despite online alternatives, paid directory services continue to record significant use.
Proximus spokesperson Haroun Fenaux told The Brussels Times that its 1307 and 1207 services receive around 750,000 calls annually when national and international number requests are included.
Beenders also cited a 2021 study by Belgium’s telecoms regulator indicating that roughly one in four people used paid numbers to obtain contact details.
New directory rules will take effect after publication
The requirements for Belgium paid directory services will take effect a few days after publication in the Belgian Official Gazette, according to reporting on the measure.
Once implemented, callers will receive the maximum tariff information free of charge and billing will begin only after the audible signal. The change gives consumers a clear opportunity to reject the stated price before incurring a charge.
