2.2. Services, content and pricing

ICP-ANACOM is aware that, in Europe, as part of telephone directory enquiry services, typically offered using the 118 number, many countries allow¹ a range of information services that go beyond the strict relation of name/address/phone number, while others are more restrictive as to the type of content or services that may be provided using these numbers.

ICP-ANACOM considers that among the services provided through 18xy numbers, it should be possible to include all "contact search" services, allowing in audio form, and with the obvious limitations of this medium, the "navigation" functionality that is customary on the Internet, in the context of a "white pages" or "yellow pages" service using the national or international database². In this sense, it is considered that the services which are based on indication of a (postal, telephone or electronic) address are, in essence, "Telephone directory" services.

ICP-ANACOM also recognizes that services supporting the choice of itineraries, as well as services which support and give guidance to traveller, as are characterized by the indication of various places or programmes for customers to choose from, constitute added value which takes advantage of the information already used in provision of a "Telephone Directory" service. This situation covers all services where indication is given on programmes and shows, as well as those which provide information and guidance on hotels, restaurants and shows. Likewise, a service which provides information on services available in a specific geographical vicinity complements this guidance function and is relevant, for example, for customers wanting to find the nearest located hospital or pharmacy.

ICP-ANACOM considers that, with the support of call centres, not just recreating but enhancing a navigation" function that is audio based ", and, taking into account that the environment in question is one of real-time communications, indication of "contact" data may be followed by the realisation of an immediate connection to the respective telephone number (the so-called "call completion" service) - on the condition that information is given online on the price to be applied to the call - or otherwise the information requested by the customer might be provided by an alternative means (SMS, fax, email). This service, which may be provided in the same format as currently used to provide "Information services - other directories", albeit restricted to the base of subscribers of these lists, constitutes an electronic communications service.

In addition to providing content or guidance, during the interactivity of communication with the customer, and where an objective interest is expressed by the customer, particularly as an alternative to an additional communication being established, call centres could be permitted to act upon an instruction given by the customer. This may involve, for example, the service of booking tickets for transport or shows or forwarding the call to the number required by the user, possibly to a further call centre. Such options represent the culmination of the service provided to the customer by 18xy numbers. Since the greatest value for the customer is provided by a service which is based on interactive communication and objectivity of information provided, ICP-ANACOM considers that any services which are based on incomplete or truncated information or which resemble recommendations on the basis of subjective evaluations and commercial interests are not to be provided as part of the service of "Information services - other directories". So-called "concierge services", where advice is given on products, companies or brands, should not be provided using 18xy numbers. And therefore, the databases that supply the additional information whose provision, as is now intended, will be allowed using these numbers must be complete and current, including all telephone service subscribers listed at a national level who have not opted for the exclusion of their personal data in these directories, in accordance with applicable law³.

ICP-ANACOM also takes the view that there is an interest in allowing 18xy numbers, as before 1999 and also at level "1", to offer some content comprising rapid, direct and useful information, such as is common in the pages of most newspapers and can sometimes help in emergency situations. Such information includes details of duty pharmacies, foreign currency quotes and weather forecasts.

In view of the above, in the table below, ICP-ANACOM lists the additional information services that it considers useful and suitable for provision using 18xy numbers, whereas other services may be added by subsequent decision of ICP-ANACOM, provided that they are deemed to have corresponding basis and are in line with the regulatory framework now being established, or some indicated services may be removed, where it deemed that their inclusion is no longer beneficial or if the underlying concept is abused .

In addition to the exclusion of services that consist of the indication or recommendation, as based on non-objective criteria, or advice about products, companies or specific brands ("concierge services"), the following services are excluded forthwith: services which are of an erotic or pornographic character, draws, contests, hobbies, polls, horoscopes and other services as specified in Decree-Law no. 177/99 of 21 May, including tele-voting, or message-based valued added services whose content is considered as incompatible with the concept of information services.

As mentioned above, determining the services and content to be made available using 18xy numbers of the "Information services - other directories" service is not sufficient. It is also important to determine the maximum prices payable by the consumer, which should take into account three characteristics of the 18xy number services:

i. Possibility of heightened interactivity and lack of objectivity in communication, as well as call completion with connection to the required number, with the inherent risk of protracted calls, making it important to establish a mechanism for reducing the high price of long calls, bringing their price into line over time with the price already defined for 707/708 codes;
ii. Great variability in the length of calls, which calls for a tariff system with a value that is proportional to the duration and based on the assumption that a long call using the resources of the information services does not typically exceed five minutes;
iii. Access by customers to this type of service without distinguishing between fixed or mobile access, warranting no more than a slight difference in the price of the service due to the difference in origination wholesale prices.

Given the above, the maximum tariff applicable to calls to 18xy numbers is given in the table below: