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Internet users get dumped

In January this year the TIO began collecting statistics on the number of calls it’s receiving about Internet dumping – the practice of connecting the modems of unsuspecting Internet users to international or premium rate phone numbers. Over January’s 21 working days, the TIO took 51 calls from people disuting phone charges that resulted from dumping, and many more calls from people enquiring about the issue.

In most cases people are not aware that they have been dumped until they receive an unusually high phone bill. On investigation, it is found that the user has accessed a website that disconnected their modem from their usual ISP dial-up number, and re-connected them to another, more expensive phone connection. Most commonly it occurs on adult sites, games and music sites.

How it happens

Most websites do seek permission before transferring users to a new number, but often the request is hidden amongst promises of access to new, exclusive or free content. In many of the complaints handled by the TIO, the user had not read or understood the request before clicking on <I agree> and unwittingly downloading software that re-connected their modem. Although less common, some sites not only give no warning, but also use software that actually hides the re-connection from the user.

What can users do?

Australian companies who provide website content via premium rate (190) numbers are governed by the Telephone Information Services Standards Council (TISSC). Under TISSC standards, website operators must notify users of call rates. Breaches of this requirement can be reported to TISSC on 1300 139 955.

For users dumped to overseas numbers, there are no international standards or laws governing Internet services. If the user can identify the offending site, they can make a report to the Australian Police Computer Crime Squad (the police are, however, limited in how far they can pursue overseas service providers).

TIO investigations

The limited consumer protections against dumping restrict the TIO to investigating the resulting phone bills. In cases where no warning was given to the user that they were to be connected to a more expensive phone connection, the TIO takes the view that a fraud has been committed on the user, and so the user should not be held responsible for the bill. The TIO has put this view to Australian telephone companies, and asked for their positions on pursuing debt that results from unauthorised dumping.

A major difficulty in investigating dumping cases is establishing whether or not a user was notified of the call charges. Because people move quickly from one website to another, finding offending sites can be problematic. A case can be resolved more quickly if a complainant can identify the site where they were dumped.

Preventing dumping

Users can take measures to control their modem connections. The TIO recommends the following:

• Bar access to international and 190 numbers
• Install anti-virus software that blocks IDD access
• Read carefully any windows that offer downloads
• Put long expiry dates on Internet history files so dumped calls can be traced

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