Most of us use our phones every day to make calls, send texts, or access online services…
But what about voting in that gameshow you always like? Or agreeing to make a monthly charitable donation?
While many services are integral to (and thus included in) our mobile or landline plans, some other services (such as TV voting, or donation texts) come with additional charges.
These are commonly known as Premium Rate Services (PRS) (also known as Phone-Paid Services (PPS)), and are paid for on top of your existing phone plan.
Understanding how Premium Rate Services work can help you make informed decisions, avoid unexpected charges, and know what to do if you have concerns about a service you’ve used.
Read on to find out more!
If you’ve hit a wall with a communications provider, CommsADR offers a FREE, independent route to a resolution – approved by Ofcom to settle non-regulated disputes between providers and their customers across the UK, whether you’re an individual consumer or a business with more than 10 employees.
> What to do before you come to us
What is a Premium Rate Service (PRS)?
A Premium Rate Service is a service that you pay for by charging the cost to your phone bill or pre-pay balance, rather than paying a separate provider directly. A PRS charges a fee that is separate from your existing phone plan, and that charge is usually more than the standard cost of a phone call or text message.
The additional cost pays not only for the communication itself but also for the content or service being provided.
The term ‘Premium Rate Service’ might sound scary, but these kinds of transactions are commonplace, and you may have even used a PRS before, yourself!
For example, if you’ve ever:
- Donated to a charity by text
- Voted in a TV competition
- Bought a game add-on
- Subscribed to an alert or content service
- Called a directory-enquiries or information line
… you’ve likely used a Premium Rate Service!
Premium Rate Services are commonly accessed by:
- Calling a premium rate telephone number
- Sending or receiving premium rate text messages
- Paying for digital content or services through your phone bill
The cost is usually added to your telephone bill or deducted from your mobile credit if you use a pay-as-you-go service.
What are Premium Rate Services used for?
Premium Rate Services cover a wide range of legitimate products and services, including:
- Charitable donations made by text message
- Competition entries, voting, & TV/Radio interaction lines
- Subscription & one-off content services (such as games, apps, & digital media)
- Information, advice, & directory-enquiries lines
- Helplines & technical-support lines charged to your phone
- Digital purchases & in-app content billed to your phone account
Many businesses use Premium Rate Services because they offer a convenient way for consumers to pay without using a debit or credit card!
How much do Premium Rate Services cost?
The cost of Premium Rate Services varies depending on the type of service and the provider.
Charges may include:
- A cost per minute for phone calls
- A fixed charge per call or text
- A recurring fee for subscription services
- A combination of access charges and service charges
Before using a Premium Rate Service, consumers should be provided with clear pricing information so they understand what they will be charged.
What Should Consumers Look Out For?
Most Premium Rate Services operate responsibly, but it is always worth taking a few precautions before using one.
Consider the following:
- Read the pricing information carefully before making a call or sending a text
- Check whether you’re signing up for a one-off purchase or an ongoing subscription
- Read the terms and conditions where available
- Monitor your phone bill regularly for unfamiliar charges
- Keep confirmation messages or receipts if you make a purchase
Being aware of these details can help reduce the risk of unexpected costs.
Why might a Consumer make a Premium Rate Services Complaint?
Consumers may have concerns about a Premium Rate Service for a variety of reasons.
Common issues include:
- Unexpected charges
- Unclear pricing information
- Difficulty cancelling a subscription
- Charges for a service that was not received
- Disagreements about how a service was advertised
Not every complaint means that a business has acted improperly, but consumers should try to investigate (and understand) the reasons behind any charges and whether they were applied correctly.
It pays to be vigilant!
What should you do if you notice an unexpected Premium Rate Service Charge?
If you’ve just looked at your phone bill and had your jaw drop thanks to an exorbitant, unexpected PRS charge, DON’T PANIC!
If you believe you’ve been charged incorrectly, it’s usually best to:
-
- Review your phone bill to identify the charge
- Gather any relevant messages, emails, or receipts
- Contact the service provider to ask for an explanation
- If necessary, contact your phone provider for further information
- Keep a record of any correspondence about your complaint
- File a formal complaint with the PRS provider, using their published complaints process
Step 6 is the key here: a PRS provider can’t necessarily resolve the issue if you don’t at least attempt to let them know about it via an official channel. Even if you want to take your complaint directly to an Alternative Dispute Resolution provider (such as CommsADR!), or to court, most processes will still require you to prove that you at least attempted to resolve things with the PRS provider directly in the first instance.
For example, in order to bring your non-regulated communications complaint to CommsADR, you have to have complained directly to the provider first, and given them 8 weeks to respond.
Many disputes can be resolved by raising the issue directly with the provider in the first instance.
When Can CommsADR Help?
If you’ve been unable to resolve your non-regulated complaint with a Premium Rate Service provider after submitting a direct complaint, your dispute may be eligible for FREE, independent escalation through an ADR scheme (such as CommsADR); no need to take the provider to court!
To use CommsADR, you just need to make sure you’ve fulfilled at least 1 of these conditions:
- Received the Premium Rate Service provider’s Final Written Response
(otherwise known as a ‘Deadlock Letter’) - Given the Premium Rate Service provider 8 weeks to respond to your dispute
PLEASE NOTE: CommsADR can only deal with disputes concerning ‘non-regulated’ matters.
If your complaint concerns a regulated matter, you must take your complaint to either CISAS, or the Communications Ombudsman.
Not sure what the difference is between a regulated and non-regulated complaint?
Please see our dedicated article on the topic here: Regulated VS Non-Regulated Communications Complaints: What’s the Difference?
If your Premium Rate Service complaint is non-regulated, hooray! You can submit your complaint to us cost-free, and we’ll handle the rest.
An independent adjudicator will review the evidence provided by both you and your provider before reaching a fair and impartial decision. Depending on the circumstances of the dispute, they may consider factors such as:
- Whether the provider acted in accordance with the contract
- Whether the price increase was communicated appropriately
- Whether the provider followed its complaints process correctly
- Any evidence submitted by both parties
ADR offers an alternative to court proceedings and provides an independent, stress-free way of resolving disputes when agreement cannot be reached directly.
How do I get started?
You can lodge your complaint with us for FREE in whichever way suits you – through our online portal, by post, or by phone:
> Start your complaint with CommsADR
> What to do before you come to us
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