Citizens Advice Bureau

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LOCAL INFORMATION

1.1.0.L3
Premium rate telephone services

Extent: Jersey
Updated 13 February 2019
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Premium rate telephone services

These services are regulated by Phone Paid Services Authority.

Charges from a standard domestic phone must be shown in the advertisement for the service.

The Phone Paid Services Authority compensation scheme

The Phone Paid Services Authority compensation scheme is administered by an independent adjudicator. It covers live UK based entertainment services only and is aimed at domestic customers, although claims from small businesses may be considered. Calls to recorded message services are not covered. Only unauthorised calls (made without the subscriber's knowledge or agreement) are covered. This can be difficult to prove. The adjudicator will generally consider claims only if they are received within six months of the date of the disputed bill. Claims should be sent to the adjudicator at the Phone Paid Services Authority address.

Compensation is generally allowed for only one bill. After that, the adjudicator considers that clients should protect themselves by installing call barring.

The Phone Paid Services Authority Code of Practice

The Phone Paid Services Authority Code of Practice sets out the standards governing the content and advertising of all premium rate phone services accessible from the UK. This gives guidance to anyone wanting to make a complaint about a premium rate service. The Code of Practice also contains details of the Phone Paid Services Authority compensation scheme.

Complaints to Phone Paid Services Authority

A client wishing to complain should contact Phone Paid Services Authority giving the telephone number and name of the service, the date and time, and the reason why the client thinks the service or advertisement may be in breach of the Code of Practice.

Phone Paid Services Authority will investigate the complaint and when the investigation is complete, will let the client know of the outcome. If a company providing the premium rate service has broken the rules, the service has to be amended or, in serious cases, can be removed from the telephone network. The company may also face further penalties.

https://psauthority.org.uk/