7/1/2009 12:19:00 PM
Premium rate services under new scrutiny as complaint levels soar
The regulator of premium rate phone services is expected to set out new rules as more complaints come in for premium rate charges on mobile phones.
It is the first review by regulator ‘PhonepayPlus’ for three years, and comes after 92% of complaints from mobile users last year.
The regulator, which is an off-shoot of Ofcom, is asking industry, consumers and stakeholders to offer their opinions on how its 12th code of practice should change.
It is hoped that the consultation will eventually bring out a strategically forward-looking code of practice, which will allow the Ofcom agency to deal with changes in the market.
Four main areas are up for review: identifying desirable outcomes, businesses under PhonepayPlus regulation taking more responsibility, the creation of a database of service providers, and service providers having adequate customer care measures in place.
PhonepayPlus chief executive Paul Whiteing said: ‘We want to ensure the Code protects consumers in the ways it should do, while enabling reputable providers to offer innovative, compliant services.’