premium services
Premium services are content or live advice services which can be accessed by making a phone call, by messaging (e.g., SMS) or via a data connection from your mobile phone. Premium services numbers usually start with 188X, 19X, 190X, or an international number, for example 0011. Examples of premium services are sex services, psychic lines, weather services, voting lines for TV shows or competition lines, chat services or ring tones. Premium services can also include high school test result hot lines. You can also access some of these services through another provider by dialing their over-ride code followed by the service number.
How can you be charged?
You can be charged for premium services in several ways:
- Flat rate - this is where you are charged a fixed amount for each call you make.
- Timed rate - this is where your calls are timed and charged at a rate per minute or other time unit used by supplier. A fixed set up or connection fee may also apply. Keeping track of how long you spend on the call will help to keep your costs to a minimum. The average cost of a premium service can range from several cents to a few dollars per minute, depending on the rate set by the relevant service provider.
- Calls from mobile phones - if you are calling from a mobile phone, additional costs such as air time may apply.
- By data volume - this is where you are charged according to the amount of data you download from or via a proprietary network.
We do not provide any premium services and we do not add any additional charges for premium services. We simply pass on the cost that is incurred by the third party who is providing the premium service.
Before using a premium service you should always check the cost of the premium service with the person who is providing that service. It is also a good idea to keep track of how many calls you make, or how often you access these services, and how long they last as the cost can quickly add up, possibly creating an unexpected high bill and potentially contributing to financial difficulty. Failure to be able to pay a phone bill could result in the restriction cancellation of your telephone service and ultimately could result in recording of a default in your record with credit rating agencies, reducing your ability to obtain credit for other purposes in the future.
Liability for Cost
You are responsible for the cost of any calls made from your phone, including calls made by family and friends, even when made without your knowledge. There are a number of specific rules that relate to the provision of premium services aimed at ensuring that customers are fully informed about the price and content of the services. You may not be liable for charges:
- resulting from a fault or billing error
- where there was insufficient or no warning that premium charges would apply;
- where the service did not comply with an applicable industry code;
- which arose due to fraud, for example, where the phone was unlawfully used.
You have certain rights to dispute premium call charges, and in some cases your liability to pay for these charges may only apply following an investigation by the relevant provider and/or the Telecommunications Industry Ombudsman (please refer below for contact details).
What steps can you take to lessen the risk of high, unexpected bills?
If you have Local Call services with us you can bar access to some or all premium services by changing the network settings on your telephone service. To change these settings please contact us.
Preselect customers are required to contact their local call carrier to change network settings.
You can also monitor your calls online using the call tracker within toolbox.
Your computer modem may dial an international number by using internet dialler software to access content on internet sites ('internet dumping'). This can lead to unexpected high bills. See a fact sheet on internet dumping that is available on the Australian Communications Authority's website (www.aca.gov.au) to explain what internet dumping is and how you can protect yourself from internet dumping.
Concerned about your use of premium services?
To discuss any concerns you have about premium services and/or the costs you have incurred, please contact us.
If we are unable to resolve this matter you can contact the Telecommunications Industry Ombudsman (TIO). The TIO is an office of last resort for complaints about telephone and internet services.
Freecall: 1800 062 058
Freefax: 1800 630 614
TTY 1800 675 692
Translator and Interpreter Service: 131 450 Email: tio@tio.com.au
If you have a complaint about the content of a 190 service you can contact the Telephone Information Services Standards Council (TISSC). TISSC investigates complaints about message content and advertising of 190 premium services.
Phone: 1300 139 955
Fax: (02) 9211 4447
Email: tissc@tissc.com.au
You can also contact the Australian Communications Authority (ACA) for information on telecommunications issues. The ACA is a Commonwealth government agency responsible for regulating the telecommunications industry
Phone: For calls from Melbourne: (03) 9963 6988
For calls outside Melbourne: 1300 850 115
Fax: (03) 9963 6989
