Internet dumping is the practice of connecting Internet users to a premium service without providing them with sufficient information regarding the costs associated with the service. While providers of 1900 services are bound by a strict code of practice to provide clear information regarding the nature of their service and the associated costs, the recent increase in complaints indicates that the level of warning is often insufficient, or misleading.
"Many 190 providers operate legitimate businesses and provide their customers with all the appropriate information regarding charges," said Pinnock. "But some parts of the industry have created problems for themselves because of the way these charges impact on customers."
According to the TIO's figures, complaints regarding Internet dumping pertaining to 190 numbers rose from 274, in the period January to March, to 368 from March to June, hitting 602 in the quarter from June to September. While the TIO pointed out that Internet dumping practices in relation to international 0011 numbers were also a problem, they only accounted for roughly 15 percent of the overall complaints.
Telephone Information Standards Services Council (TISSC) arbitrator Una Lawrence, who is charged with overseeing adherence to the 190-industry code of practice, confirms the recent rise in the level of complaints about 190 information services. According to Lawrence there has also been a substantial rise in the level of complaints received by TISSC in recent times.
"There are a number of standards which apply to the dialler services, and there are a range of responses the TISSC can take if the standard is being infringed in anyway," Lawrence said. "The TISSC code requires that service providers clearly explain that their service is not free and that a charge will appear on their phone bill."
Lawrence invited anyone who had had concerns regarding such practices to follow up their concerns with TISSC.
However, industry groups are concerned that the increase in complaints would lead to the industry being unfairly persecuted, and rejected any calls for tighter regulation of the sector.
Stephen Scott, vice president of Melbourne-based 190 service provider Telspa said the TIO report was short on substance, adding that by definition Internet dumping would require that Internet users made a call to a number they didn't know existed.
"The regulatory model TISSC created for this industry is better than anywhere else in the world," Scott said. "If you are going to provide one of these services on the Internet you need to provide a pop up screen which tells you what the costs are."
Scott also called on the TIO to provide more information regarding the nature of the complaints received, and for more emphasis to be placed on the unregulated use of International numbers.
www.stopITnow.com.au
Safe and easy software solution.
Protect yourself.