Internet dialler charges

Q: What are Internet dialler charges?
A: Internet dialler charges can appear on a bill after a telephone line that connects a computer to the Internet is disconnected and then reconnected to another telephone number with higher than local call charge rates (normally international or premium/190 number rates).

Internet dialler charges can appear on a bill after an Internet user accesses certain websites, most commonly adult sites but sometimes gambling, games and music sites. A software program known as an Internet Dialler is downloaded onto the computer from these websites. This software is preconfigured to cause a modem connection via a premium rate or international number to a defined sub-set of sites, i.e. a 'private Internet area'.

When Internet dialler charges are found to have been incurred without the full knowledge or consent of the user, this is called "Internet dumping". It is also known as "modem hijacking" or "modem jacking".

For further information see:

• The Australian Communications & Media Authority’s Fact Sheet on Internet Dumping
• The Frequently Asked Questions section on the Telephone Information Services Standards Council's (TISSC) website

Q: Where does it happen?
A: Mostly on adult websites, but also occasionally on gambling, games and music sites.

Q: Is it legal?
A: The provision of pay-per-view content via a website utilising internet dialler software is legal as long as the site gives adequate warning that charges may be incurred upon entering the website, and as long as the software is configured to ensure that the premium rate services are disconnected at the end of the Internet user’s session. In addition, the Australian Communications & Media Authority publishes Internet Content Codes of Practice on what is appropriate content for publication on the Internet.

Internet dialler services operating within Australia are governed by the Telephone Information Service Standards Council's (TISSC) Code of Practice. Generally speaking, where a website is found to be compliant with this Code and with ACMA Codes of Practice, it is legal.

Although many of the websites that offer Internet dialler services are compliant with the TISSC Code, there are some websites that fail to provide clear warnings to the consumer. Increasingly, these are websites that are based offshore and the charges are for international calls.

Q: How can I find out if a call on my phone bill to a 190 or international number was made by a modem?
A: For more information about any 190 numbers on your bill, call Telstra on 1800 035 055 . Telstra should be able to provide you with the name of the 190 service and tell you whether it is a voice or data (Internet) number.

For information about any unfamiliar international numbers, dial the telephone service provider who sent you the bill.

Q: Can I tell if my modem has accessed Internet dialler software?
A: Not always. There are some telltale signs that may be apparent immediately, such as an unexpected dial-tone sound coming from your modem or lack of access to email services (because you have been disconnected from your ISP). If you missed these signs and have received a bill from a telephone provider containing calls to unfamiliar numbers, we suggest you do the following:

1. Find out more about the unfamiliar phone numbers on your phone bill.
   Call Telstra 1800 035 055 for more information about any 190 numbers on your bill, e.g. the name of the 190 service and whether it is a voice or data number. This same information may be difficult to obtain for international numbers, but your telephone service provider should be able to tell you which country you called.
2. Check a list of local calls and your Internet usage report, which should show if you were surfing the Internet immediately before a disputed IDD or 190 call started. Your phone company can provide you with a local call report for a small fee—look for local calls to your ISP's dial-in number. Your Internet usage report is often available online from your ISP, but you can ask your ISP to send you that too.
3. Look for records of software and websites that have been accessed by your computer. More information about doing this is here.

NB. A lack of evidence that your computer was used to access adult websites is not necessarily conclusive. People who are familiar with computers often know ways to remove all trace of their ‘footprints’.

Q: How does the TIO deal with complaints about Internet dialler charges?
A: See the TIO’s Position Statement on Disputed Internet dialler charges (data calls to and international and 190X numbers).

Q: Are there other ways I can pursue a complaint about Internet dialler charges?
A: Consumers can pursue complaints with other bodies to ensure that relevant regulations have been followed, as follows:

• The Telephone Information Services Standards Council (TISSC) oversees standards that must be met by all Australian companies that provide website content via premium rate (190) numbers. Under TISSC standards, website operators must notify users of call costs in specific ways. Breaches of this requirement can be reported to TISSC on 1300 139 955.
• Complaints about the content of a website can be referred to the Australian Communications & Media Authority
  (ACMA) on 1800 226 667. The ABA investigates complaints to determine whether the relevant material falls into prohibited categories.

Q: Is there anything I can do to avoid incurring Internet dialler charges?
A: Explore all of the suggestions below:

• Bar access to international, carrier over-ride and 190 numbers for all your phone services (ask your telephone company about this)
• Get Personal Identification Number (PIN) access to international, 190 & override numbers for all your telephones (only available from some companies, ask your service provider for information)
• Install software to prevent automatic downloads or filter undesirable material or websites on the Internet—contact your Internet service provider (ISP) or a reputable software supplier for details, and have a look at www.cybersmartkids.com.au and/or www.netalert.net.au
• Educate computer users about the risks of surfing certain websites (see www.cybersmartkids.com.au, www.acma.gov.au and www.netalert.net.au)
• Set up password protection for access to your computer and the Internet. See www.cybersmartkids.com.au and/or www.netalert.net.au for more information;
• Before you click CONTINUE, OK or YES, read in full all messages (and terms and conditions) on your computer screen
• Make sure your modem speaker is turned on/up so you can hear modem activity (i.e. dialling noise)
• Turn off your computer and modem when they are not in use
• Next time you connect to the Internet, check the dial-up box to see if the settings are correct
• Put long expiry dates on Internet history files so dumped calls can be traced