AT&T Backs Down on Threat to Toll-free Directory Assistance

The Communications Workers of America applauded the decision by AT&T to back away from its attempt to eliminate toll-free directory assistance service. The union called the move a big victory in the fight not only to protect operator jobs but to preserve an important customer service.

AT&T had petitioned the Federal Communications Commission to allow it to discontinue the operator-provided "800" number directory assistance and shift that data to the Internet. This drew sharp criticism from CWA and from consumer and public interest groups. Opponents cited hardships the move would cause to millions of people not connected to the Internet - especially the poor and the elderly - as well as to disabled people and others who rely on the operator-provided service.

CWA President Morton Bahr had called the company's plan a huge mistake, stressing that it would cost jobs, deny millions of Americans access to a vital service and hurt businesses that depend on their connection to customers.

In a CWA filing to the FCC, the union noted that a test of 411 directory assistance and Internet-based directory services showed that these alternatives took longer than AT&T's service and produced faulty results more than half the time.

"Universally accessible toll-free directory assistance is a vital resource for consumers, businesses, government and civic organizations," CWA told the FCC. "There is no reasonable substitute in the marketplace."


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