Categories of services & number series | ||
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Categories of services | ||
Premium rate services via SMS include the following categories of services. They typically cost more than sending a normal SMS message. | ||
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Number series for the provision of premium rate services via SMS | ||
Premium rate services via SMS are provided through specific number series:
It is pointed out that not all 5-digit numbers are premium rate numbers. Certain services do not fall into the category of premium rate services. These are services of prime importance for the general public, e.g. emergency aid for health-related issues, roadside assistance, citizens’ service, fault reporting. This is an out-of-plan charge, not included in monthly pay plans for mobile/fixed telephony, and it varies from case to case. Maximum charge does not exceed local call rates, while some services are provided free of charge. The number series and services included in this category are the following:
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Charging methods | ||
Certain services require prior registration, while others are provided without registration. | ||
No registration required | ||
You are charged when sending an SMS message
This option is available for services such as participating in competitions or voting and offering financial aid to non-profit organizations.
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Registration required | ||
You are charged when receiving an SMS message
You are first required to register to these services, which are provided with or without subscription, on a case-by-case basis. | ||
Step 1: Registration process | ||
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Step 1a: Enter your number on the website or via SMS | Step 1b: Receive an informative SMS message | Step 1c: Send an SMS message stating your consent |
You enter your phone number on the website, following the company’s instructions, or send an SMS message. | You will immediately receive an informative SMS message containing:
| Send your consent via a free-of-charge SMS message within 5 minutes from the time the informative SMS message has been sent, otherwise your registration will be canceled.
There is no charge until the registration process is complete. |
Step 2: | |
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Option 1: Subscription required | Option 2: No subscription required |
You receive a set number of chargeable SMS messages with the service of your choice on a regular (e.g. monthly) basis.
Step 2a: Informative SMS message
The company informs you about:
the company will ask for your consent via SMS. Step 2c: Monthly reminder The company sends you a monthly reminder that you have registered to a subscription service (unless you have already unsubscribed). | You receive a one-off chargeable SMS message with the service of your choice.
Step 2a: Informative SMS message
The message contains information about the service and the cost.
Step 2b: Chargeable SMS message
Via a chargeable SMS message, you receive the service you have requested.
To receive the service again, you have to repeat the registration process. |
Protection measures against unwanted charges | ||
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Get adequate information before signing up for premium rate services | ||
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Protect your device against malicious software | ||
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Check your phone bill | ||
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If your wish to not receive premium rate services via SMS | ||
Access to premium rate services is a default setting on mobile phones. Ask your mobile phone company about the possibility to block all chargeable incoming SMS messages from 5-digit numbers. In addition, you may activate barring though the apps offered by phone companies. | ||
How to submit a complaint | ||
Contact directly the company providing the service | ||
Contact the company providing the premium rate service by calling its customer helpline/complaint hotline in the following cases:
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If you dispute any charges, ask your phone company to provide you with an itemized bill | ||
If you dispute any charges for premium rate services, ask your phone company to send you retrospectively a detailed itemized bill (Basic level of itemized billing) in print or electronic format for the period you are interested in. The minimum level of itemized billing is available at no charge or at a reasonable charge. Check if there are charges for the specific services. | ||
If the issue is not resolved, submit a written complaint | ||
If the issue is not resolved after calling the company providing the premium rate service, you may submit a written request/complaint to:
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The responsibilities of EETT | ||
EETT regulates the framework of the provision of premium rate services via 5-digit/10-digit numbers. In particular, EETT determines issues such as the registration process, monthly charge limit and methods for providing information to users, aiming at safeguarding their rights. In addition, it monitors the compliance of premium rate service providers with the regulatory framework. Audits are conducted, on its initiative or upon a complaint, and administrative penalties may be imposed, where necessary.
It is pointed out that EETT is not the competent authority for the content of these services and matters of fraud.
Submit a complaint to EETT
Co-competent authorities:
Hellenic Authority for Communication Security and Privacy (ADAE)
Hellenic Data Protection Authority (HDPA)
Cyber Crime Division of the Hellenic Police
Hellenic Gaming Commission (HGC)
Hellenic Consumers’ Ombudsman | ||
