The 2019/20 phone book was published this week but within a few hours people were reporting that their home number was no longer listed, or that a partner's name had been dropped.
The company said that changes have been made in accordance with the new data protection law.
Among the physical differences this year are the yellow pages now appear before the white ones, the directory of public services (eg States departments) is now at the back, and there are many more cardboard tabs promoting local businesses.
Sure's head of consumer Mike Fawkner Corbett said the format and the information had changed in the wake of the company's significant investment in a new system as well as to align with data protection laws.
'The white pages data is consistent with the account details held in our billing system and therefore some directory entries may have changed formatting or names this year to align with account holder’s information,' he said.
'This is key for data protection and to ensure that we are managing our customers’ data carefully and appropriately.'
The names published alongside numbers are those of the account holder/s, he said.
Mobile numbers are not included unless requested, and no addresses are printed against stand-alone mobile numbers.
Home phone numbers are included unless the customer has asked to be ex-directory, he said, although the Guernsey Press has been made aware of at least one ex-directory customer who has found that their number is included this year.
Anyone with problems needed to let the company know, said Mr Fawkner Corbett: 'If Sure customers wish to change their directory status – to be included next year, or removed – please do contact Sure on 700700.
'If customers want different data included in the directory to what is in Sure’s billing system they will need to speak to our directories team by e-mailing them on directoryteam@sure.com.'
Similarly, he said that Jersey Telecom customers are included in the directory from information supplied to the Sure team directly from JT: 'Any JT customers who are not included in the current directory and they would like to be should contact JT to organise this.'
Mr Fawkner Corbett said that the directory's new format includes a section of editorial content with a focus on going green, and pointed out that the book is printed on paper certified by the Forest Stewardship Council.
It also has an updated Sure services guide, such as tide times, a pull-out map, restaurant menus and a wellness guide in the yellow pages 'with the aim of making the book a useful and regular reference for all islanders'.
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