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

PhonepayPlus Administrative charges from 1 November 2013

01 November 2013

PhonepayPlus has reviewed its administration charges and has retained the current methodology for setting these charges.

As set out in PhonepayPlus’ annual Business Plan and Budget, published at the end of March this year, PhonepayPlus has a focus on strengthening its “polluter pays” principle. A key component of this is ensuring the comprehensive and accurate recovery of costs incurred during investigations which result in a case being upheld by a Tribunal.

To this end we have developed an in-house time recording system to ensure we capture the full costs of dealing with cases of non-compliance. These costs are passed on to providers found to be in breach of the PhonepayPlus Code of Practice (Code) by a Tribunal. This system has resulted in more accurate recording of the time attributed to cases and, as part of a review into administration rates, has assisted in the identification of additional billable activities, the costs of which should be recovered in appropriate cases. These additional rates are shown in the table below. 

These charges will apply to cases opened on, or after, 1 November 2013.


The administrative charge system was introduced in September 1992 to ensure that Network operators and providers found to be in breach of the PhonepayPlus Code of Practice made a proportionate contribution towards the costs incurred in bringing their cases to a conclusion. This principle continues in the 12th Edition of the Code under paragraph 4.10.
PhonepayPlus retains the right to review charges as and when required, and the new administrative charges mark the conclusion of PhonepayPlus’ most recent review.

The new charges from 1 November 2013.

The new administrative charges reflect the current PhonepayPlus budget and new team structures following adjustments to teams in the last financial year. The calculations of hourly charge rates include the direct costs of personnel involved in bringing each case to a conclusion. The hourly rates also include a proportion of overheads (such as office and running costs) that can be fairly attributed to those personnel. As a result of these adjustments and to take account of changes to costs and volumes, some rates have increased on the previous year with others being reduced.

Please note VAT will not be applied as PhonepayPlus’ tax status has changed






Hourly Staff Rates 










Investigations Administrator





Investigations Executive





In-house Counsel




In-house Lawyer





Head of Investigations





Head of Legal





Director Of Operations





Chief Executive Officer





Regulatory Development




Research Monitoring - evidence gathering




Complaint Resolution - Manager




Complaint Resolution - Team




Secondary Charges    (Charge per complaint)





Informal Representation (per half hour)










CCP & Panels










Per Adjudication Tribunal Case





Per Oral hearing - Half day





Per Oral hearing - full day





Per Emergency procedure consideration





Per application for Review 
(additional charges if application successful)










Oral Hearings










Clerk costs - 
(External person has to be used,
estimated at £6000+  per hearing)


Cost incurred to be passed on







Prior Permissions




















Reprographic costs - Internal per page (pence)





Reprographic costs - External


Cost incurred to be passed on

Courier costs



Recording costs per session






Cost incurred to be passed on



Cost incurred to be passed on

Research Monitoring - disbursements


Cost incurred to be passed on

Debt collection costs


Cost incurred to be passed on



Cost incurred to be passed on