Good Practice FAQ

Is it possible for an immedia24 user to send unsolicited premium rate messages?
No. The system will only send a premium rate message in reply to an SMS from a mobile number. There is no other way that anyone can send a message that bills your phone.
We only allow Content Partners to offer subscriptions (regular billing) once they have a track record with us and that there is a proper support system in place for their mobile users.

How do you ensure that the content providers are acting properly? Although it costs just £10 to sign up for a Content Partner Account, we ensure that we know who are users are and that they have agreed to our terms and conditions. We verify each user against both their credit card payment and the company details that have been provided.

How can you stop a content provider from giving misleading information to mobile users - for example about the cost of downloading?
All premium messages and content are strictly regulated by ICSTIS. When an immedia24 user uploads their content, the system automatically generates the correct wording a price. This is published on our web and wap sites. The immedia24 Content Partner must inform us where they are advertising and use the wording provided any of their publicity.

How do you ensure that the content provided is appropriate and lawful?
We check all content prior to release to ensure that it is appropriate. We also ask all our content providers to confirm that they have the legal right to sell that content - in other words that they own the copyright or a license. The shortcode numbers that we use cannot be used for any adult content, such as sex or gambling.

Some of your terms require the cooperation of content providers. Isn't it possible that a Content Partner could abuse the system?
There is no benefit in trying to misuse our system. Firstly, we take great care to ensure that we know who each content provider is. Secondly, if there are any doubts or complaints from mobile users we will suspend an account and withhold payment whilst we investigate the matter.
As the payment to a Content Partner takes some weeks - longer than the time to receive your phone bill - we can deal with any complaints and if necessary withhold their payment.

I think I've been billed for something that I never asked for. What can I do?
Whilst it is unlikely to have come from immedia24, please email us as soon as you can and we will investigate it. Our shortcode numbers are used by other operators outside of immedia24. We will endevour to help you find the operator and inform you of the process of making a complaint.
Alternatively click here to check the owner and contact details of a shortcode via the ICSTIS website.

If you think that you have been unfairly billed or you have not recieved the content that you paid for, please email us with details of the Shortcode Number, the Keyword, the Date and your mobile number. Any information you provide to us is confidential and is not passed on to another party. However you can provide us with just the last four digits of your number if you have any concerns.

Click here if you would like to make a complaint directly to ICSTIS, the premium rate regulator.