Premium rate services are the name given to all content, goods, or services charged to a phone bill. Phone payment is a popular and easy way of paying for a range of services, such as music subscriptions, games, donations to charity and voting on TV talent shows.
This means that when you call or send texts to premium numbers, make in-app purchases or play games and quizzes on your phone, you can add the costs to your phone bill or pay-as-you-go credit.
Big brands like Apple, Google, Spotify, ITV, Capital FM and Comic Relief all offer services you can pay for through your phone bill. Phone payment can be a convenient way to pay for things you want and is currently used by 20 million people in the UK alone, but if you aren't aware that you've made a phone payment, it can be confusing.
There are many different types of premium rate services and Ofcom’s rules require that the cost of the service, and how the service works, are clear.
Here's a quick guide to what premium rate services are and how they work:
When you search the internet for the helpline numbers of well-known companies and public organisations, you might end up calling them via a third-party company on a 09, 087 or 084 number. We call these Information, Connection and Signposting Services (ICSS). These services can make it quick and easy for you to reach the organisation you need but can be more expensive than calling the company you want directly.
All ICSS services must clearly state the cost, explain what their service does, and make it clear that they are a third party, not the company you might have been looking for.
Many charities accept donations by text using a text short code beginning 70xxx. You can also sign up to donate monthly.
These can include chat lines, horoscope services, information about crosswords or competitions, weather forecasting, and a range of other information or advice. These services can be charged to your phone bill.
If you are looking for a telephone number, you can call a number starting 118 for Directory Enquiries. They will provide you with the number you’re looking for and other information. These calls cost more than normal phone calls.
Some Directory Enquiries services will give you the option to be connected directly to the number you wanted. You are likely to be charged for this on top of the cost of the initial call.
These can include music streaming services, videos, films and television programmes. Examples include Spotify and Apple Music. When these are charged to a phone-bill, they are premium rate services. Some of these are charged as a subscription.
You can use premium rate services to gamble online and via a mobile phone. These can only be used by people over 18, and the cost and type of service must be made clear. There are also extra rules for gambling services that are set by the Gambling Commission.
Mobile games may include in-app purchases, where you can choose to pay for extra content within the game with real money. These charges can be added to your phone bill. Service providers must make it clear that there is a cost. Sometimes access to games is charged on a subscription basis.
Some apps and websites offer lifestyle services, such as fitness and exercise information, recipes, diet and health tips. These can also be charged to your phone bill, sometimes on a subscription basis.
You may have seen adverts offering you the chance to win prizes online. Sometimes you need to pay to enter, and that cost can be charged to your phone bill. These can be charged as a subscription.
Many popular TV programmes give you the option to vote for your favourite contestant, enter a competition, or get involved in some other way by texting or calling in. The numbers to call or text, and details about entering, are usually provided during the show. Examples of programmes that do this include Strictly Come Dancing, Love Island and Britain’s Got Talent. When you vote or enter the competition using your phone, you will receive charges on your phone bill.
Adult entertainment and chat services for over-18s only, can also be charged to your phone bill. These can include chat lines and dating apps.
Complaints
Ofcom does not investigate or resolve individual complaints, however, your help in highlighting problems plays a vital part in our work.
If you used a premium rate service and they haven’t followed our rules, you can challenge this with the PRS provider. They should explain how to log a compliant with them.
Customers have free access to advice through the Citizen’s Advice Bureau. They may help to resolve your issue if it remains unresolved after following the providers complaints process.
You can complain to Ofcom using our PRS complaints form, or by calling us on 0300 123 3333 or 020 7981 3040.
If you wish to speak to us in Welsh, please contact our Welsh language line on 0300 123 2023.