Internet dumping
Print this pageThe Government is concerned that unexpected high bills from Internet dialler services operating on international numbers can cause financial hardship for unsuspecting customers.
Internet dialler software is sometimes used to transfer a consumer from their current Internet service provider (ISP), which they have usually accessed using an untimed local call, to an international 0011 number. The international number supplies content to the user's computer and the user's telephone company then charges the customer for the time the computer remains connected to the expensive call. Sometimes Internet diallers are used to transfer users from their ISP to another number without their knowledge or consent-this is called Internet dumping.
Telstra terminated all contracts it previously held with providers of Internet diallers using 190 numbers as of 25 August 2003. As a result, Internet diallers are no longer available on 190 numbers and Telstra no longer acts as a billing agent for these services.
Current Government actions
On 13 April 2004 the Minister directed the then Australian Communications Authority (now known as the Australian Communications and Media Authority - ACMA) to investigate industry arrangements to protect telecommunications consumers from unexpected high bills. The ACMA was directed to make service provider rules that require all telecommunications companies to provide customers with information on the risks associated with premium rate services and the pre-emptive action customers can take to protect themselves from unexpected high bills.
The 13 April Direction also required the ACMA to investigate and report within six months on measures taken by industry to address Internet dumping, credit management measures that the industry had in place or is developing, and whether it considered the action and commitment of the industry to have been adequate. If industry fails to provide an adequate strategy, the Government will put regulations in place for the protection of consumers.
The ACA submitted its report Preventing Unexpectedly High Bills: Credit Management in Telecommunications to the Minister in October 2004. The Minister has invited stakeholders and interested parties to submit comments on the ACA's recommendations.
Recommendations flowing from the Internet dumping component of the report included that the ACA should continue its monitoring of international Internet dialler complaints and undertake additional monitoring as appropriate to identify future trends in Internet dumping. It was also recommended that relevant CSPs should be required to offer a facility for barring international direct dial calls that prevents the use of over-ride codes or international access codes other than 0011 to circumvent this barring, that can be selected by customers to protect them from unauthorised calls associated with Internet diallers.
What to do if you have been 'dumped'
If affected by Internet dumping, consumers should contact their service provider in the first instance. If the complaint remains unresolved, consumers should contact the Telecommunications Industry Ombudsman (TIO). When investigating complaints about Internet dialler services, the TIO will consider whether a consumer was presented with a clear warning that premium rate charges would be billed to their telephone account if they proceeded past a certain point. The TIO can be contacted on telephone number 1800 062 058 or at 
www.tio.com.au.
Preventing Internet dumping
The most effective way to prevent an unexpected high bill from an Internet dialler service is to have a bar to 0011 calls placed on the telephone service that is connected to the Internet. There is currently a range of call barring options offered by telephone companies that will prevent access to premium rate telephone services. Consumers should approach their telephone company and enquire about the range of call barring options they offer.
- Document ID: 3504 |
- Last modified: 6 February 2008, 12:18pm