TPG Mobile Premium SMS and MMS Services

Premium SMS /MMS Services

1.1. What are Premium SMS and MMS Services?
1.2. What are the charges for Premium SMS & MMS messages?
1.3. What should I consider when signing up to a Premium SMS/MMS Service?
1.4. How can I unsubscribe from a premium service?
1.5. How do I bar Premium SMS/MMS Services on my mobile?
1.6. How long it will take for barring to be activated after I make a request?
1.7. Is there a cost to bar Premium SMS Premium MMS?
1.8. Will barring affect any of my other mobile services?
1.9. When can I make a complaint about Premium Service Charges on my bill?
1.10. If I want to raise a complaint in relation to a Premium SMS/ MMS service what should I do?

1.1. What are Premium SMS and MMS Services?

Premium SMS and MMS services deliver various forms of content to your mobile phone. They can be purchased by making a phone call, sending a text message, or requesting them via the internet or data connection from your mobile phone.

Examples of Premium SMS and MMS Services:

Ringtones, games & wallpapers
SMS voting for TV reality shows
SMS jokes and horoscopes
SMS weather alerts
Text & Win trivia

1.2. What are the charges for Premium SMS & MMS messages?

The cost of individual messages varies considerably depending on the content you are purchasing. The majority of premium services are subscriptions with ongoing billings, a Flat Rate, timed/data volume rate. You can also be charged an additional joining fee as part of an ongoing subscription.

Any time you send to and receive a message from the Premium SMS/MMS service you will be charged (unless the SMS starts with the words ‘FreeMsg’). These charges are dependant on third party provider. Initially the third party Premium SMS/MMS service provider charges TPG for your usage. TPG then recovers the costs from you via your mobile bill.

1.3. What should I consider when signing up to a Premium SMS/MMS Service?

Premium SMS/MMS Service are usually subscription services, you may be signing up to receive and pay for content on a regular basis that attracts a charge each time. It is important to check the cost of the service in the terms and conditions carefully before signing.

1.4. How can I unsubscribe from a premium service?

Reply back with the keyword ‘STOP’ to any Premium SMS/ MMS that you have received from the provider. If this unsubscribe attempt is successful, you will generally receive a FREE confirmation SMS informing you of this. If you are still receiving Premium SMS/ MMS messages 24 hours after requesting to unsubscribe, you should contact the Premium Services content provider directly.

1.5. How do I bar Premium SMS/MMS Services on my mobile?

If you no longer wish to receive charges for any PSMS services, you can bar access to PSMS services via the Mobile Service Control Panel - an online based dash board gives you the full transparency to effectively manage your mobile services. To access the Mobile Service Control Panel, simply log into "Your Account" at www.tpg.com.au/account.

Alternatively you can contact TPG Mobile Customer Service on 13 14 23, 7am to 11pm AEST Monday to Sunday. Customer service will take the necessary steps to block your access to all types of Premium SMS/MMS services.

Mobile Customer Service Hours:
Mon-Fri 8am-7:30pm
Sat 9am-6:00pm
Sun 9am-6:00pm
Public holidays 9am-6pm

Phone: 13 14 23
Email: customer_service@tpg.com.au

1.6. How long it will take for barring to be activated after I make a request?

Requests to bar Premium SMS/MMS services will take affect by 6pm the following business day. At this time, you will no longer be able to interact with or be billed by numbers prefixed 19.

1.7. Is there a cost to bar Premium SMS & Premium MMS?

There is no charge for barring. You will only be charged the usual rate for calling Customer Service. This depends on whether you are calling from a mobile or landline.

1.8. Will barring affect any of my other mobile services?

No. Barring will not affect continued use of any mobile service other than premium SMS/MMS Services.

1.9. When can I make a complaint about Premium Service Charges on my bill?

You are not liable for charges when:

There was a fault or billing error
You received insufficient or no warning that premium charges
The service did not adhere to the TISSC Code of Practice or relevant legislation or regulation
The charges arose due to fraud and where you have notified TPG of the problem.

1.10. If I want to raise a complaint in relation to a Premium SMS/ MMS service what should I do?

Contact the premium service provider to make a complaint.
If your enquiries or complaints are not resolved to your satisfaction from the premium service provider, call TPG’s Mobile service team for further assistance on 13 14 23.
If we cannot resolve your problem you can contact the Telecommunications Industry Ombudsman (TIO), an industry dispute resolution mechanism. You can contact the TIO on 1800 062 058.