Feeds

Premium line complaints drop by more than half

Regulation apparently working shock

Providing a secure and efficient Helpdesk

UK punters are more than twice as happy with premium-rate services than they were last year, according to the industry regulator PhonepayPlus.

The figures come with the regulator's quarterly report for the last three months of 2009, showing a major improvement over the same period of 2008 (pdf). Back in 2008, complaints about mobile services hit almost 5,000, while last year's quarter saw a shade under 2,000 punters calling up the regulator with their problems.

The vast majority of complaints were about mobile services, with less than four per cent being fixed-line services. Given the more-advanced billing platform available to mobile operators, that shouldn't come as any great surprise.

More surprising is that only 16 per cent of those mobile complaints were about "adult chat and date" services, which seems surprising given the quantity of such services and the revenue they generate. Perhaps punters are just happy with the service, or don't bother complaining.

12 per cent of complaints were about wallpaper and ringtone downloads - most of which will be regarding services that failed to make it clear that customers are signing up for a subscription when they download one ringtone, or those that failed to cancel such subscriptions on demand.

PhonepayPlus isn't without teeth when it comes to such practices, and handed out fines totalling almost £5m over the whole of 2009. Most of those got paid, but offending services that didn't cough up got their services suspended by way of encouragement.

Which was apparently enough for most complainants, as only 34 per cent of them bothered to claim the refund to which they were entitled. The amounts are generally pretty small per subscriber, and some of the scams rely on no-one bothering to complain, so it's good to hear that some people do bother, for the benefit of the rest of us. ®

Providing a secure and efficient Helpdesk

More from The Register

next story
Brit telcos warn Scots that voting Yes could lead to HEFTY bills
BT and Co: Independence vote likely to mean 'increased costs'
Phones 4u slips into administration after EE cuts ties with Brit mobe retailer
More than 5,500 jobs could be axed if rescue mission fails
New 'Cosmos' browser surfs the net by TXT alone
No data plan? No WiFi? No worries ... except sluggish download speed
Radio hams can encrypt, in emergencies, says Ofcom
Consultation promises new spectrum and hints at relaxed licence conditions
Blockbuster book lays out the first 20 years of the Smartphone Wars
Symbian's David Wood bares all. Not for the faint hearted
Bonking with Apple has POUNDED mobe operators' wallets
... into submission. Weve squeals, ditches payment plans
'Serious flaws in the Vertigan report' says broadband boffin
Report 'fails reality test' , is 'simply wrong' and offers ''convenient' justification for FTTN says Rod Tucker
This flashlight app requires: Your contacts list, identity, access to your camera...
Who us, dodgy? Vast majority of mobile apps fail privacy test
prev story

Whitepapers

Secure remote control for conventional and virtual desktops
Balancing user privacy and privileged access, in accordance with compliance frameworks and legislation. Evaluating any potential remote control choice.
Saudi Petroleum chooses Tegile storage solution
A storage solution that addresses company growth and performance for business-critical applications of caseware archive and search along with other key operational systems.
High Performance for All
While HPC is not new, it has traditionally been seen as a specialist area – is it now geared up to meet more mainstream requirements?
Security for virtualized datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.
Providing a secure and efficient Helpdesk
A single remote control platform for user support is be key to providing an efficient helpdesk. Retain full control over the way in which screen and keystroke data is transmitted.