Quebec consumers group wants user policy for short codes

Quebec consumer advocacy group, Union des consommateurs, wants the country's wireless service providers to adopt a user policy for short codes after receiving complaints from consumers about unwanted charges on their bills. The group is asking the CRTC to intervene. The consumers' association notes in a Part VII filed with the commission this month that consumers are unwittingly being charged fees for "premium" message services from third-party organizations to which they don't subscribe. Those that complained to Union des consommateurs saw charges of between $16 and $35 on their monthly bills. The messages relate to services such as those provided by http://www.skill2thrill.com/, http://www.wixawin.com/ and http://www.text4win.com/, which offer consumers free ringtones or cell phone wallpapers or allow users to take surveys in exchange for the chance of winning a prize. Union des consommateurs states that even after consumers sent STOP messages - the normal action when a consumer wants to no longer receive messages from a third-party provider - to the organizations in question, they continued to receive text messages. In addition, when wireless provides were contacted about the unwanted charges, they denied any responsibility regarding the charged levied by the third-party mobile content providers. Consumers, then faced with service disconnection for not paying their monthly bills, found themselves in the position of continuing to pay for charges for which they haven't subscribed. The consumers group acknowledges that the wireless providers and users of short codes have to abide by a code of conduct, established by the Canadian Wireless Telecommunications Association. The CWTA is also the gatekeeper for short codes in Canada. Union des consommateurs, however, says this code is ineffective because it doesn't set out guidelines for cases of misuse or establish a complaints mechanism. It points to the United Kingdom as an example where it fines organizations for contravening guidelines and notes that http://www.wixawin.com/ was fined approximately $100,000 for its transgressions. Union des consommateurs wants the CRTC to establish rules regarding text messages and short codes as well as the billing by the wireless service providers for these types of services. In addition, the consumers advocacy group wants the commission to prevent wireless operators from disconnecting service when consumers continue to pay parts of their monthly bill in cases where they are challenging charges from these types of mobile content providers.

Quebec consumers group wants user policy for short codes

News | January 26, 2009

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