what sort of complaints can we deal with?
PhonepayPlus investigates complaints about the promotion and operation of services which involve the use of a telephone connection via a premium rate number. This includes services available on a variety of mediums such as voice (telephone), fax, Internet, mobile phone SMS and interactive TV. The potential content of these services is endless.
PhonepayPlus investigates complaints about the promotion and operation of services which involve the use of a telephone connection via a premium rate number. This includes services available on a variety of mediums such as voice (telephone), fax, Internet, mobile phone SMS and interactive TV. The potential content of these services is endless.
PhonepayPlus regulates any service/promotion that is operating on one of the following number ranges:
- numbers beginning with 090/ 091 and 098
- mobile SMS short codes that are usually four or five digits long and begin with 5, 6 or 8.
- Directory enquiry services (118)
- 070 numbers that offer premium rate style services
- All internet dialler services
- All premium rate sexual entertainment services
- International numbers that provide a product or service (00)
In 2008, PhonepayPlus will also commence regulating all services operating on 0871 number ranges.
Irrespective of how services are advertised or accessed, or who is complaining, we accept complaints about:
- the promotion of premium rate services (for example, missing call cost information or the making of misleading claims)
- the content of premium rate services (for example, offensive content or services that are unnecessarily prolonged)
- the overall operation of premium rate services (for example, failure to award competition prizes within a required period or failure to end certain services automatically at preset cost limits).