Mobile Premium Services (MPS) are information and entertainment services that deliver various forms of content to your mobile phone. The MPS Code aims to safeguard consumers from an industry which has a history of poor practice. Since the Code was introduced complaints related to MPS have fallen, as a result industry is proposing that amendments be made to the Code.
 

ACCAN believes most of the suggested amendments are useful updates which help clarify consumer protection obligations. However we are concerned that the wholesale removal of compliance reporting is likely to significantly undermine self-regulatory best practice, lead to an increase in consumer complaints and subsequent reputational damage for telecommunications providers.
 
Another missed opportunity in the review was the potential to future proof the Code. Telstra and the Telecommunications Industry Ombudsman both proposed amendments which were not adopted. These would have addressed identified gaps, such as clearing up customer confusion around in-app purchases and the ongoing costs of subscription based services.

Submission

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