PhonepayPlus
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PhonepayPlus (formerly known as ICSTIS) is the regulatory body for all premium rate phone-paid services in the United Kingdom. These are the goods and services that consumers can buy by charging the cost to their phone bills and pre-pay phone accounts.
It regulates services using a Code of Practice, approved by Ofcom. This sets out the rules with which all providers of phone-paid services must comply. Among other things, it requires clear and accurate pricing information, honest advertising and service content, and appropriate and targeted promotions.
PhonepayPlus investigates complaints about phone-paid services. Where it decides that its rules have been broken, it can fine the company responsible, bar access to its services, and even bar the individual behind the company from running other services under a different company name. Investigations and adjudications are free to consumers and fully independent.
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[edit] About phone-paid services
Phone-paid services offer some form of content that is charged to a phone bill or pre-pay phone account. Services can be accessed by landline or mobile phone, fax, interactive TV (for example, by using the red button on the remote control) and PC (for example, in e-mails or on the internet). Many phone-paid services are run responsibly and don’t cause concern.
The money paid by users for these services is shared between the phone network carrying the service and the organisation(s) providing the content.
Typical services include:
- helplines (for example, for computer problems)
- competitions
- mobile ringtone and logo downloads
- TV voting (such as Big Brother and The X Factor)
- news and sports alerts
- charitable giving
- interactive games
- information (for example, traffic updates)
- adult entertainment
- directory enquiries
Most services are advertised on either 09 dialling codes or, in the case of text services, four or five-digit short code numbers followed by a descriptive key word (for example, 11111 VOTE). Services offering adult entertainment can only be advertised on 0908, 0909 or 098 numbers and on mobile short code numbers beginning 69 or 89. Directory enquiry services are advertised on six-digit numbers beginning 118.
In some instances, such as interactive TV where users make ‘calls’ by pressing the red button on the remote control, the phone number may not be shown. However, it should be made clear what the charge is and that it will appear on the user's bill.
[edit] How much do these services cost
Calls vary in cost depending on the type of service used and the way in which it is accessed (for example, landline or mobile phone).
[edit] Landline charges
Calls to 09 numbers from landlines vary in cost from 10 pence per call to £1.50 per minute. These charges apply when calling from a BT landline and are subject to a set-up fee of up to 6 pence per call from residential lines. Calls to 0871 numbers cost up to 10 pence per minute from landlines. Other providers may also impose set-up fees so call costs must be checked with the relevant phone network.
[edit] Mobile charges
Calls to 09 or 118 numbers from mobiles will vary in cost depending on the phone network. However, they will generally cost more than the advertised landline rate so consumers must check call costs with their own phone networks.
Calls to 0871 numbers cost up to 35 pence per minute from mobiles.
Text services on mobiles (for example, TV voting) will be charged at a fixed rate (for example, 25 pence per text) plus a standard network charge. Many text services (for example, football goal alerts) work on a ‘reverse-billed’ basis. This means that the recipient will be charged for receiving texts rather than paying to send them. The cost of these services will again vary depending on which network is being used and if the services are sold on a subscription basis. Typical costs for a single text message received range from 25p to £1.50.
If the service is subscription-based, companies offering these services must make this clear, as well as the cost per text, how many texts will be received, and how the service can be ended by sending the word "STOP".
[edit] Number checker
Consumers who are in any doubt as to what kind of service is being promoted, how much it costs, or who is responsible for it, can contact PhonepayPlus. There is a free number checker on itswebsite. Alternatively, PhonepayPlus can be called on 0800 500 212.
Consumers can also check numbers direct from their mobile phones by texting the numbers to 76787.
[edit] PhonepayPlus' powers
When PhonepayPlus upholds a breach of its Code, the company responsible must immediately amend the service and/or its promotional material so that it complies with the Code. In most cases, companies found in breach of the Code will be charged to cover the cost of the investigation.
PhonepayPlus also has the power to impose the following sanctions:
- formal reprimands
- making companies come to the regulator for prior approval
- ordering companies to pay full refunds to complainants
- imposing fines
- barring access to services
- banning named persons from operating services
[edit] Obtaining refunds
Consumers and victims of premium rate fraud should always speak to their own phone networks in the first instance to discuss any problems with their bills. As PhonepayPlus does not regulate phone bills, it cannot insist that phone networks suspend payment of any disputed items. It can only order a provider of a phone-paid service to pay a refund once it has completed an investigation and where it has ordered a refund to be paid as a sanction.
If a consumer is in dispute over a bill, he or she should ask the phone company for details of its ombudsman service. If it can be shown that a phone has been used without the customer’s permission to call certain types of service – basically live/recorded chat and live tarot services – PhonepayPlus may be able to help obtain compensation.
[edit] Top tips
Consumers should:
- Know how to recognise phone-paid services by the numbers they use.
- Always read the terms and conditions in any advert.
- Be wary of ‘free’ offers or seemingly fabulous prizes. If something looks too good to be true, it probably is!
- Never respond to unsolicited adverts – legitimate companies don’t promote their services this way. To stop receiving many unwanted calls, phone numbers may be registered with the Telephone Preference Service (www.tpsonline.org.uk).
- simply send the word "STOP" to the service number to quit a subscription-based text service.
- Keep an eye on their phone bills and talk to their phone companies if there are charges they don’t recognise.
- Visit PHONEbrain, a fun and interactive website to help children and young people understand phone-paid services.
