We are the UK regulator for content, goods and services charged to a phone bill.

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. 

 or access the  interactive version

Guidance supports the Standards and Requirements of Code 15:

 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.

 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)

(07/11/2019)

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

Android malware  (12/04/2018)

 (19/09/2019)

Direct buy advertising  (24/01/2018)

Implementation notice  (15/12/2016)

Complaint volumes (11/10/2016)

(06/02/2017)

(02/06/2015)

(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)

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.