Ring tones, competitions and other mobile 'premium' services

Being able to download ring tones, games and music, enter competitions, check the latest sports scores or your horoscope can be a fun part of owning a mobile phone.

These mobile extras, offered from numbers starting with ‘19’, are sometimes called ‘premium services’.

The ACCC receives many complaints from consumers about premium services. However, checking some simple details before you send an SMS to download a ring tone or enter a competition could help you avoid being stung by a high phone bill you didn’t expect.

What are mobile premium services?

Mobile premium services (MPS) are extra services you access with your mobile phone, like ring tone downloads and competitions. You can tell it’s a premium service because the number starts with ‘19’.

Ways you agree to receive a premium service include:

• sending an SMS message to a ‘19’ number
• entering your phone number in a website
• ringing a recorded voice service where you enter your mobile number using the phone’s keypad.
  

Traps to watch out for

Many premium services are not one-off, but rather ongoing services where you receive regular messages over a period of time.

These may have a single upfront cost or alternatively a subscription fee where you get charged for each message you receive.

Some ongoing or subscription services are disguised as competitions, scratchy cards and quizzes where you ‘enter’ by texting a ‘19’ number or typing your mobile phone number into a website.

If you see the word subscription in an ad, check out the details—you might find the service is not what you think it is, or what you want!

Always check the total cost.

Understand what you are getting

There are MPS rules that require businesses to give you all the important details you need, like the total cost and whether it’s a subscription or an ongoing service.

If you can’t find this info, don’t get the service!

How do I stop a premium service?

You can text ‘STOP’ to the number to cancel any service immediately. You may still be charged for content or services you have already authorised.

New rules also require mobile carriers to block premium services from your phone if you request it, at no cost.

Got a problem with a premium service?

Try and sort it out with the provider of the premium service

If you have a problem with a premium service, such as getting charged for a service you didn't ask for, don't ignore it. Try and sort out the problem with the MPS business—they are required to deal with the issue within two business days.

Their customer service number will be included in the introductory message they sent you. If you can't find the number, ask your mobile phone company or check the Communications Alliance MPS website, www.19sms.com.au.

Contact the Telecommunications Industry Ombudsman

If you're not happy with the resolution offered, you can contact the Telecommunications Industry Ombudsman (TIO). The TIO is a free and independent service for residential customers and small business in Australia that can help you resolve MPS complaints.

Complaints to the TIO can be made by the person with the problem, or a parent or guardian (for persons under 18 years of age).

Information you will need when making a complaint about a premium service includes:

• the name of the trader, the phone number and any website associated with the service
• copies of phone bills showing the charges
• if you have a pre-paid account, check with your phone carrier as they may still be able to provide you with a list of calls
• copies of the offending message(s)—these may be needed by your phone carrier or the TIO in order to investigate your complaint
• details of how and where the service was advertised, if known.

Contact the ACCC if you think you’ve been misled

It is against the law for any business to mislead a consumer about a product or service, including in advertising or verbally. If you think you were misled by or about a premium service, the ACCC may be able to help—you can contact us on 1300 302 502.