Consumer Education Working Group

Objective of Working Group

To share knowledge gathered by Industry professionals about phone-paid services to consumer groups that would benefit from receiving such information, with a view to building consumer trust, market longevity and avoiding blanket bars being place on accounts. 

With the remit of the Consumer Education being around consumer protection, and the areas of expertise in the group being phone-paid services, it was agreed that the focus should be areas of potential risk to consumers that could lead to fraudulent payments being made on their accounts using such services.

The group agreed that the education could be delivered via many routes to include regulators, trade bodies, consumer groups, consumer watchdogs, consumer advice groups, brands, charities and influencers.

Whilst Industry professionals have an in depth knowledge that phone-paid services are a simple and secure way to purchase content and services by charging them to a phone bill, consumers do not have a similar level of awareness.

This group will focus on raising awareness across three demographics.

• Children (and parents of children) – either receiving their first mobile phone or already using one.
• Seniors, who may find it more difficult to secure their phone against potential fraudulent use.
• A general understanding of what phone-paid services are and how to use them.