Blog Entries

Annual Report 2016/17

Thu, 13 Jul 2017 08:34:31 +0100

Back in April, I promised to blog occasionally. Today we published our 2016/17 Annual Report and I thought it was a good opportunity to share some personal perspectives again.

Customer care and complaint handling research

Mon, 03 Jul 2017 21:10:42 +0100

Today we published our latest piece of research, which looks into customer care and complaint handling in the phone-paid services market.

Comic Relief: text donations raise £9.5 million in one day

Thu, 08 Jun 2017 12:12:15 +0100

Comic Relief’s Red Nose Day, took place back on Friday 24 March and saw people up and down the country doing what they could to raise money for charity.
Figures recently released by mobile payment company Fonix showed that an impressive £9.5 million worth of text donations were processed live on the night alone.

Industry forum roundup

Thu, 11 May 2017 13:29:35 +0100

If you missed the forum yesterday, here’s a quick round up of the day and five key take-aways from it. You can also find my speech and the slide deck below.

Avoid unexpected charges when calling customer services helplines

Mon, 10 Apr 2017 08:36:14 +0100

Have you ever felt confused when looking up the contact number of a company, finding various telephone numbers and not knowing which one to choose? If you searched online for a contact number, you may have come across a connection service.

The PSA budget for 2017/18

Thu, 06 Apr 2017 10:06:24 +0100

For the PSA, the new financial year starts on 1 April. I am half way through my three year appointment so this seemed a good day to write my first blog. I’ll be doing this occasionally throughout the year to give some personal perspectives.

Effective sanctioning

Thu, 23 Mar 2017 07:55:15 Z

Our vision is a healthy and innovative market in which consumers can charge content, goods and services to their phone bill with confidence. We look to achieve this by protecting consumers from harm and encouraging growth and innovation in their interests.

Be the change: unite for a better internet #SID2017

Tue, 07 Feb 2017 10:00:28 Z

The Phone-paid Services Authority is proud to support Safer Internet Day 2017 (#SID2017). This year we are joining over 1,200 organisations across the UK in helping to create a better and safer internet.

7 priorities for this quarter

Mon, 23 Jan 2017 09:32:22 Z

I hope you all had a good Christmas and New Year. With the festive period a fading memory and everyone back at work, I want to set out some of our priorities for the next three months.

9 tips for a safer smartphone Christmas

Mon, 19 Dec 2016 13:59:18 Z

A new smartphone will be on may peoples' Christmas gift lists. Read our top tips on protecting your smartphone and knowing what can be charged to your phone bill this festive season.

'Switch on' to your rights - National Consumer Week 2016

Tue, 29 Nov 2016 09:34:27 Z

Today sees the launch of National Consumer Week, which helps people understand their consumer rights and be ‘switched on’ consumers. There are an estimated 23 million users of phone-paid services in the UK. As part of National Consumer Week, we want to help you be a ‘switched on' consumer by knowing what can be charged through your phone bill.

5 things to take away from the PSA industry forum

Thu, 10 Nov 2016 15:30:51 Z

It was great to see so many of you at our first industry forum as the Phone-paid Services Authority (PSA) last week. Here are five key points to come out of the event.

We were awarded Silver

Mon, 31 Oct 2016 10:55:24 Z

Last week we received the Silver accreditation from Investors in People, an official status that confirms our hard work in being a credible and trusted employer and regulator.

Premium rate services: the consumer perspective

Mon, 31 Oct 2016 10:55:23 Z

Our annual market review surveys a demographically representative sample of PRS users. This gives us the opportunity to test consumers’ views of the services they engage with.

Subscription services: what you need to know

Mon, 31 Oct 2016 10:55:17 Z

The blog talks about the Guidance for subscription services. If you are operating a premium rate service which carries a recurring charge then this piece of Guidance applies to you.

Enabling consumer spend control and Rule 2.3.6 explained

Mon, 31 Oct 2016 10:55:16 Z

PhonepayPlus is currently consulting on new and refreshed Guidance. This is the first in a series of blog posts exploring some of the topics open for discussion.

New guidance on vulnerable consumers

Mon, 31 Oct 2016 10:55:12 Z

Today we launch new Vulnerability guidance to help PRS providers avoid consumer harm before launching and while running a service.

Code 14: what you need to know

Mon, 31 Oct 2016 10:55:10 Z

We are introducing a new Code of Practice on 12th July 2016. We’re switching from Code 13 to Code 14 for increased transparency, certainty and fairness. Practically speaking this means independent oversight at each key decision stage of an investigation and greater opportunities for those under investigation to settle before a formal hearing, which should make investigations more efficient and less costly for the regulator and the industry.

Paying for digital goods and services via your phone bill

Mon, 31 Oct 2016 10:55:09 Z

July is Citizens Advice’s Scams Awareness Month. Although, the vast majority of premium rate services are good businesses that serve consumers well, we receive a number contacts from people who do not realise they can pay for digital goods, content and services through their phone bill.

5 reasons why you should read our new Guidance consultation

Mon, 31 Oct 2016 10:55:07 Z

We published five new or refreshed pieces of Guidance for consultation earlier this week. The Guidance is aimed at providers of premium rate services and is designed to assist in delivering services in a clear and compliant manner to consumers.
Here are five reasons why you should read the Guidance and respond to the consultation.

UK Calling made simple for consumers

Mon, 31 Oct 2016 10:54:57 Z

From 1 July 2015 call charges are changing, with a new system to make the cost of calling service numbers clear. Here are the key changes for consumers.

Consumer consent and data privacy

Mon, 31 Oct 2016 10:54:54 Z

Government and regulatory action to combat nuisance calls is making headlines. Recently the ICO raided a UK call centre that was making millions of nuisance calls using automatic dialling technology.

Competition services – know what you are paying for

Mon, 31 Oct 2016 10:54:51 Z

In January we saw a high number of consumers contacting PhonepayPlus about competition services operating through premium rate services. These competitions typically involve the opportunity to win prizes, cash or vouchers by entering a prize draw.

Vulnerability. An open discussion

Mon, 31 Oct 2016 10:54:45 Z

While some services are experiencing a challenging operating environment, services like giving, gaming and gambling are becoming increasingly prevalent in our market. As a regulator, we’ve been thinking...

The new 13th Code of Practice

Mon, 31 Oct 2016 10:54:42 Z

Yesterday PhonepayPlus launched a new Code of Practice, our 13th, for the premium rate services (PRS) industry.

Citizen’s Advice Scams Awareness month commences

Mon, 31 Oct 2016 10:54:34 Z

The first week of July saw the launch of Citizens Advice’s Scams Awareness Month. The month is about creating a self-supporting network of confident, alert consumers.

2015: Year ahead

Mon, 31 Oct 2016 10:54:32 Z

With Christmas 2014 a fading memory and 2015 already upon us, there is no better time to look ahead at what the next few months have in store and to highlight some key work PhonepayPlus will be undertaking.

Buying a smartphone or a tablet for your child this Christmas?

Mon, 31 Oct 2016 10:54:26 Z

Are you thinking of buying a smartphone or tablet for your child this Christmas? Does your child already use a smartphone or tablet or do you let them use yours?

Business Plan and Budget 2016/17 for consultation

Mon, 31 Oct 2016 10:54:24 Z

During the next year we will continue to enhance the recent progress we have made in our regulatory approach, with a balanced emphasis on prevention of future harm to consumers alongside seeking to hold to account those responsible for consumer harm and bringing the market into disrepute. Our business plan sets out the range and depth of the regulatory activity we will undertake to achieve this.

Industry seminars series on Code 13 now finished

Mon, 31 Oct 2016 10:54:22 Z

On 1 July PhonepayPlus launched its 13th Code of Practice, and published a range of Notices of special conditions and a new collection of guidance.

Keeping a healthy market of premium rate services

Mon, 31 Oct 2016 10:54:21 Z

We know that the best way to do this is to work with the industry and help them nip problems in the bud. Here is how PhonepayPlus acts to ensure a healthy environment in the premium rate services industry

The ghost of Christmas past: what to do if you receive an email about 09066 611911 number

Mon, 31 Oct 2016 10:54:16 Z

We have recently received a large number of number checker hits for a 090 number that was shut down by PhonepayPlus in December 2005. The number was originally part of a postal scam where a card was posted through consumers’ letter boxes telling them to call a premium rate number, 09066611911 in order to find out how to retrieve a parcel...

Welcome to the PSA

Mon, 31 Oct 2016 08:00:00 Z

Today PhonepayPlus becomes the Phone-paid Services Authority, or PSA for short. About 12 months ago, our chairman announced our intention to change our name to more accurately reflect who we are and what we do.

We are supporting Get Safe Online Day 2016

Wed, 26 Oct 2016 10:02:42 +0100

Today is Get Safe Online Day, a campaign encouraging the UK public and small businesses to make every day safer by treating online security as essential ‘life admin’.

5 proposed changes to our regulatory approach

Tue, 16 Aug 2016 12:19:38 +0100

In our thirtieth year of regulating PRS, we are looking at how we keep pace with technological and market developments to continue to protect consumers and enable market innovation and growth.

Annual Market Review 2015-16: A cause for optimism?

Thu, 14 Jul 2016 08:14:48 +0100

Those of you who are eagle-eyed will have noticed that we shifted the AMR from calendar year to financial year.
You will have also noticed that the market has outperformed expectation. While a drop in total revenues of 0.26% might not seem that impressive, it follows average declines of 4% per annum over the last five years. It strikes me as a cause to be optimistic.

5 things to take away from our industry forum

Thu, 12 May 2016 11:36:49 +0100

In case you didn’t make it to the forum, let us quickly fill you in on our latest updates and on what the industry is saying:

New Vulnerability Guidance: have your say

Thu, 07 Apr 2016 08:57:31 +0100

While many were looking forward to a well-earned break over Easter, we were hard at work making sure we have the right protections in place for vulnerable consumers.

PhonepayPlus' Business Plan and Budget: the key points

Thu, 17 Mar 2016 15:20:23 Z

We have recently published our Business Plan and Budget for 2016/17. Hear from Peter Barker, Director of Corporate Services and Operations on the key points.

Charity text giving: its importance to the third sector and the premium rate industry

Mon, 29 Feb 2016 09:55:22 Z

On Friday 19th February, we held a charity text donations seminar jointly organised by the Association for Interactive Media Entertainment (AIME). The event brought together charities considering using text based donations and those looking to improve their current text based fundraising.

PhonepayPlus is supporting Safer Internet Day 2016

Tue, 02 Feb 2016 10:32:18 Z

PhonepayPlus is proud to support Safer Internet Day 2016, alongside over 750 organisations reaching millions of young people, parents and schools across the UK to promote a safe and responsible use of digital technology.

Engaging with PhonepayPlus in 2016

Fri, 22 Jan 2016 10:19:31 Z

We have a number of open consultations and other activities coming up this year. Here is some information on how to get involved.

A Christmas toast to charity text donation and PRS

Tue, 29 Dec 2015 09:39:40 Z

It’s the season of goodwill and giving gifts, and as we come to the end of this year I’d like to take a moment to reflect on one of 2015’s big PRS success stories – charity text giving.

Hoax email circulating about premium rate postal delivery scam

Thu, 10 Dec 2015 16:00:26 Z

With Christmas fast approaching and gifts being delivered to homes across the UK, a delivery scam hoax is doing the rounds again. As has been reported by Action Fraud, and PhonepayPlus, a chain email is circulating about an 09 number that was shut down by PhonepayPlus in December 2005.

We want your feedback: Part 4 Review and Code consultation

Tue, 24 Nov 2015 15:26:02 Z

We have proposed a new Code which I think delivers a more efficient investigation process than previously, simplifying and reducing the number of steps involved. It builds on the work we are already undertaking by working with providers, networks and the whole premium rate value chain to improve compliance with our Code.

2 things to keep in mind when using your mobile devices

Thu, 12 Nov 2015 11:28:50 Z

ActionFraud’s #UrbanFraudMyths campaign aimed at debunking urban myths about fraud and cyber crime briefly mentions some Wi-Fi and mobile device precautions to keep in mind.

Autumn Industry Forum recap

Tue, 10 Nov 2015 09:39:51 Z

Last week we held our Industry Forum in Canary Wharf. We presented some of the key work PhonepayPlus has undertaken since the last Forum in April including our drive for continued efficiency and smarter working. It was great to see so many members of the premium rate services (PRS) industry in attendance and thank you to all who contributed to the sessions and discussions on the day.

#GetSafeOnline week

Tue, 20 Oct 2015 08:34:49 +0100

Get ready for a week of tips, advice and information on protecting yourself online. This week is Get Safe Online Week run by Get Safe Online, the UK’s national internet security awareness initiative.

Consumer Rights Act 2015

Fri, 09 Oct 2015 09:21:13 +0100

On 1st October 2015 the Consumer Rights Act came into force. The Act gives consumers new legal rights regarding digital content and makes the law clearer and easier to understand as it streamlines eight pieces of legislation into one.

New office, new Chairman and upcoming work

Wed, 30 Sep 2015 14:34:10 +0100

September has been a big month of change for PhonepayPlus. Jo Prowse, Chief Executive of PhonepayPlus provides an update on the key changes and upcoming work.