UK Consumer Care

Over the summer, mBlox has been alerted by PhonepayPlus (see PhonepayPlus consultation) to a rapidly increasing number of cases of apparent non-compliance among those, including some customers of mBlox, who provide and promote premium rate services to the public.

Cause for concern?

• Use our Number Checker Tool to instantly locate the details of the content provider responsible for services delivered to your phone
• Alternatively, complete our Consumer Care Form

The PhonepayPlus regulations are intended to protect the public from harm in the mobile premium content market. At mBlox we fully support these measures and are working with PhonepayPlus to ensure there is full recognition, adoption and compliance of these measures within the industry and among all our customers.

Therefore, we have implemented a series of new processes to help identify cases of non-compliance. These processes include:

• audit of all services and their marketing and promotions run by all our customers; and immediate remediation or suspension of any service found to be non-compliant
  
• routine traffic analysis of billing, using a major new investment in technology, to determine if any customers have been charging consumers unjustifiably
  
• the imminent introduction of a number-checker to assist consumers in reaching the providers of services easily and without delay
  
• overhaul of procedures for signing up customers and to ensure that their services are compliant before we allow them to use our network, to prevent problems arising
  
• taking advice from Phonepayplus on the completeness and adequacy of our compliance management regime

We are always grateful for information that helps us act faster to address possible problems with services billed through our network. If you become aware of possible non-compliant services, please complete our Consumer Care Form. The information provided will be used solely to investigate your concerns.

2nd September 2008

(Updated 22nd October 2008)