Mobile premium services

Mobile premium services have phone numbers that start with 19. They deliver news, financial data, weather information, horoscopes, mobile ringtones, adult services, games, competitions, and chat services to mobile phones. They can be very expensive.

Text STOP to any mobile premium service to cancel it.

Mobile premium services must follow the industry code. This code give clear information about how much they cost, any terms and conditions, how to subscribe or unsubscribe, how to block calls, and how to resolve a dispute. There are also rules about advertising, particularly not targeting advertising to children younger than 15 years. The code is enforced by the Australian Communications and Media Authority (ACMA).

Problems with charges for the service

You can dispute a bill for a mobile premium service.

If you believe a phone company has not met its legal obligations, you can:

  1. Contact the phone company first and try to resolve your problem with them. If you aren’t satisfied, ask to have the complaint escalated—this means a more senior person will look at it.
  2. If you still aren’t satisfied, contact the Telecommunications Industry Ombudsman (the TIO) for a free and independent dispute resolution service.

The  ACMA can also investigate breaches of the consumer safeguards, enforce regulatory requirements and issue remedial directions.

Problems with false advertising

You can complain to the Australian Competition and Consumer Commission (ACCC) if you believe an advertisement for mobile premium services was misleading or deceptive.

19SMS for other problems has more information about mobile premium services and how to get help when problems arise. The website has been set up by the industry body, the Communications Alliance.