Out of hours telephone callers to the National Assembly are being answered by operators more than 300 miles away - in Scotland.
Anyone ringing the Assembly's switchboard after 5pm will be put in touch with a Scottish call centre.
A Scottish operator answering calls yesterday evening, said they handle calls from 5pm when the Assembly shuts, until 9am when it opens in the morning.
But he said the centre cannot handle calls from the public and can only deal with issues about the building, an emergency at the building or lost property and could not give more details.
In its Contacts section, The National Assembly for Wales website says people can contact the Assembly on the switchboard number 029 2082 5111 but does not mention that evening calls will be handled in Scotland.
Dad-of-three Robert Atkins, 37, of Glyncoch, Pontypridd, said: 'That's ridiculous.
'That's what the National Assembly is for, to deal with Welsh affairs, now you've got someone in Scotland dealing with Welsh people.
'It may only be minor queries but the calls should be answered in Wales.
'Half the people here didn't want the Assembly but we got it and now we have people miles away answering calls.'
Retired specialist nurse Christine Davies, 67, of Garth View, Hillside Park, Bedwas, said: 'It's a bit unbelievable.
'I suppose it's closer than India!
'People calling the National Assembly out of hours would surely be calling about something in Wales, I don't see how that could be dealt with by someone in Scotland. They wouldn't know the area or the culture.'
A Welsh Assembly Government spokesman said: 'The service in Scotland isn't used as a call centre for the Assembly, it only provides a limited switchboard.
'The centre doesn't incur any additional costs to the Assembly as it's our 'managed telephone service' (a Government-wide deal) that covers all our phone calls and equipment - so essentially it's a free back-up service.
'We have used this service, like most other Government departments for more than 10 years.
'The centre only gets a tiny number of calls out of hours, on average less than 15 calls a week.
'It would be very difficult to justify a fully staffed service in Wales for the Welsh Assembly Government alone, waiting for this very limited number of calls, so we are actively seeking partners to establish an all-Wales public service out of hours switchboard.
'Whilst we work to establish a solution in Wales we would be foolish not to use the centre in Scotland for the very small number of calls we receive out of hours as the service incurs no additional costs.
'Getting an out of hours service in Wales is a priority.'