Code, guidance and compliance

Code 15 is the PSA Code of Practice which sets out Standards and Requirements that providers of phone-paid services must comply with.

Code 15 introduces a new approach to regulation by:

• raising expectations in the market by replacing outcomes with regulatory Standards
• focusing on the prevention of harm rather than cure
• being simpler to implement and comply with.

Code 15 came into force on 5 April 2022. 

Download Code 15 (pdf) or access the interactive version

Guidance supports the Standards and Requirements of Code 15:

Transparency Standard guidance

Fairness Standard guidance

Customer care Standard guidance

Vulnerable consumer Standard guidance

DDRAC Standard guidance

Systems Standard guidance

Data retention notice applies to all providers and covers the types of information that are necessary to retain, and the time periods for which such information should be retained, in order to resolve consumer enquiries and complaints and enable effective supervision and/or engagement and enforcement.

Number ranges regulated by PSA

Code 15 Procedures provide both transparency and clarity about the processes and criteria that we will adopt, undertake and/or apply in relation to our core regulatory functions as set out in the Code.

Under the Code of Practice we may issue or amend non-binding compliance advice concerning any provisions of the Code. These compliance updates should be considered when determining whether your services or your clients’ services are compliant with the Code.

ICSS alerts upon connection compliance update (18 September 2024)

ICSS Compliance update (4/04/2023)

Country of origin principle (15/12/2020)

Spend Reminders and legacy subscription services (07/11/2019)

Information, Connection and Signposting Services (19/12/2018)

Android malware (12/04/2018)

Guidance on the retention of data (19/09/2019)

Direct buy advertising (24/01/2018)

Implementation notice (15/12/2016)

Complaint volumes (11/10/2016)

Clarity of information to be provided to consumers via text messages following mobile number entry into online promotions (06/02/2017)

Adequacy of information provided to consumers prior to entering a contract or obligation to pay - Consumer Contract Regulations (02/06/2015)

Compliance Update Any Question Answered AQA Services (01/07/2015)

Directory Enquiry (DQ) services (03/04/2014)

Potential breach of the Consumer Protection from Unfair Trading Regulations 2008 by competitions, prize draws, and/ or repeat download services that carry a repeat charge (10/09/2013)

Statement on the regulation of Payforit (29/05/2013)

Provision of illegal music downloads using premium rate service billing (02/11/2011)

14^th Code of Practice

Number ranges regulated by the PSA

Notice of specified charges and durations of calls

Supporting Procedures

Guidance:

Live chat

 

Psychic service

 

Advice service

 

Subscription services

 

Charitable donations

 

In-app purchases

 

Competitions

 

Gambling

 

Information and Directory Enquiry services

 

Call routing

Virtual chat & dating services

Mobile & digital content

 

General guidance

 

Special Conditions:

Special conditions are applied to certain types of phone-paid services where there may be an increased risk of consumer harm or offence to the public. 

Special conditions for Broadcast PRS services

Special conditions for Call TV Quiz services

Special conditions for Credit Broking services

Special conditions for Directory Enquiries services

Special conditions for Information, Connection and Signposting services (ICSS)

Special conditions for Live Entertainment and Chat services

Special conditions for Online Adult services

Special conditions for Online Competition services

Special conditions for Pay Per View services

Special conditions for Professional services

Special conditions for Recurring Donation services

Special conditions for Remote Gambling services

Special conditions for Society Lotteries services

Special conditions for Subscription services

 

ARCHIVED 13th Code of Practice