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Premium rate complaints fall 52%

Friday 19 August, 2011

By Garnet Roach

Complaints about premium rate phone numbers drop 52% this year, says regulator.

The number of people complaining about premium rate phone numbers has continued to fall for another year, regulator PhonepayPlus has revealed.

There was a 52% drop since 2010, it said, with complaints falling by a total of 77% over the last two years.

“And this year, fines to industry for breaching our code of practice fell by 74%,” added the regulator.

Premium rate numbers, which start with 09, are often used for TV phone-in quizzes, for example. They are charged at a higher rate than other numbers and can cost far more from a mobile than a landline.

Joanne Prowse, director of operations at PhonepayPlus, said: “We are delighted that our work with industry to prevent consumer harm and build consumer confidence from the ground up is paying off.”

A new code of practice, announced in March this year, will also come into force on 1 September as PhonepayPlus looks to address changes in the premium rate market it regulates.

For the first time, all premium rate providers will have to register with PhonepayPlus. Its code also requires suppliers to offer:

• Clear and accurate pricing information
• Honest advertising and service content
• Appropriate and targeted promotions