Telstra takes tougher stance on premium SMS

 

Telstra will introduce tough new rules on premium SMS providers before the end of June, including double opt-in requirements and a process to terminate providers with “continued high and unacceptable complaint levels”.

Executive director of mobility products, Ross Fielding, said Telstra will amend its premium SMS service provider conduct policy to extend the double opt-in arrangement to all services regardless of the method of subscription.

A process to terminate providers that have had continued high and unacceptable complaint levels associated with their services will also be introduced, as will an "incentive arrangement" which rewards providers that maintain a good customer service record, Fielding said.

"Telstra recognised, based on the high number of customer complaints received in relation to premium SMS, further measures were required and we are confident these new steps will improve customer service and satisfaction in this area," he said.

"The first and easiest way for Telstra customers to control access to premium SMS services is to simply request a bar on these services - as far as we know, Telstra is the only carrier to provide this option".

The industry, through the Communications Alliance, recently released its own code of conduct to ACMA for registration.

It took 12 months to formulate, although it has been requested by governments for some five years.

The code has already come under criticism from the likes of Communications Minister Stephen Conroy for not going far enough.

It does not include, for example, double opt-in and call barring provisions - something that Telstra will now introduce on its own.

Carriers are not currently required to cut off rogue service providers, although the ACCC has flagged the potential to introduce requirements for this under the Trade Practices Act, should the industry fail to act first.

Telstra has previously introduced measures to combat unwanted subscriptions, including a monitoring program where advertised services are "mystery shopped" and tested to check compliance against Telstra's Conduct Policy.

It also said it had suspended "a number" of premium services as a result of unacceptably high escalated complaint levels.


Telstra takes tougher stance on premium SMS
 
 
 
Top Stories
Myer CIO named retailer's new chief executive
Richard Umbers to lead data-driven retail strategy.
 
Empty terminals and mountains of data
Qantas CIO Luc Hennekens says no-one is safe from digital disruption.
 
BoQ takes $10m hit on Salesforce CRM
Regulatory hurdles end cloud pilot.
 
 
Sign up to receive iTnews email bulletins
   FOLLOW US...
Latest articles on BIT Latest Articles from BIT
Microsoft is offering Azure for Disaster Recovery to Australian SMBs
Feb 10, 2015
If you haven't talked to your IT provider about disaster recovery, it might be worth discussing ...
The 2015 Xero Roadshow is on: here are the locations and dates
Feb 6, 2015
The 2015 Xero Roadshow kicked off this week - see where you can attend at locations around ...
Microsoft Outlook is now on iPhone and iPad: why could this be useful?
Jan 30, 2015
Microsoft today released Office for Android and Outlook for iOS - complementing the other Office ...
Franchisees, here's something you should know about
Jan 23, 2015
You need to know the Code if you are a franchisee or franchisor as the penalties are significant.
Xero users rejoice! Quoting has finally arrived
Jan 23, 2015
It has taken years, but Xero has at last added integrated quoting to its online accounting software.
Latest Comments
Polls
Who do you trust most to protect your private data?







   |   View results
Your bank
  35%
 
Your insurance company
  5%
 
A technology company (Google, Facebook et al)
  9%
 
Your telco, ISP or utility
  8%
 
A retailer (Coles, Woolworths et al)
  4%
 
A Federal Government agency (ATO, Centrelink etc)
  18%
 
An Australian law enforcement agency (AFP, ASIO et al)
  15%
 
A State Government agency (Health dept, etc)
  7%
TOTAL VOTES: 4116

Vote
Do you support the abolition of the Office of the Information Commissioner?

   |   View results
I support shutting down the OAIC.
  27%
 
I DON'T support shutting the OAIC.
  73%
TOTAL VOTES: 1403

Vote