Regulating to build consumer trust in phone-paid services
PhonepayPlus is the organisation that regulates products or services - such as competitions, TV voting, helplines, adult entertainment, downloads, new alerts or interactive games - that are charged to users' phone bills or pre-pay accounts.

Your rights

  • If you are a service provider, and you wish PhonepayPlus to deal instead with your Information Provider client, you may wish to apply for the investigation to be dealt with as an Information Provider Case (paragraph 8.5). This is not an absolute right and your application may be refused.

    See paragraph 8.5. of the Code of Practice for more information.

  • If you are a network operator, service provider, or information provider (where an application to proceed as an information provider case has been granted) you have the right to request an oral hearing or informal representations in order to present your response to the alleged breaches in person.

    Both these options have costs associated with them which you may be invoiced for.

    See paragraph 8.9, 9.1 (d), 8.3(e) and 8.4(f) of the Code of Practice for more information.

  • If your case is being investigated under the Emergency Procedure you have 2 days to appeal the decision to use this procedure. (paragraph 8.4.3)

    See paragraph 8.4.3 of the Code of Practice for more information.

  • If you are unhappy with the CCP's decision in your case you may apply for:

    • A Review. Where there is new information or you feel the information supplied in your application has been not fully considered by the CCP it is unlikely that your application will be successful.   
    • An Oral Hearing. This is a completely new hearing of the case, so any new evidence or alleged breaches can be added or withdrawn by either party.
    • In either of the above cases you may apply for a suspension of the sanctions imposed against you. This must be a separate application made at the same time and must relate directly to why you are unable or unwilling to comply with the sanctions until the review or oral hearing has been concluded.

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