TIO Annual Report 2003/04

Case Studies

STD Point of Presence (POP)

The Complaint:

The complainant had correctly programmed her computer to dial a local point of presence (POP) number to access the internet. However, she claimed that at some point her ISP had changed the number, and she later received a phone bill indicating that her computer had been dialling a long-distance STD number. The ISP provided evidence to the TIO that a pop-up box had been used to notify customers that a single number could be accessed for the cost of a local call from anywhere in Australia. The attached program guided customers through the process of changing their dial-in number and advised them to check that it would be a local call from their location.

TIO Response:

The TIO's position statement on STD POP charges says that where new users are required to select a dial-in number themselves, the TIO expects that clear and appropriately placed warnings will be provided to ensure they check that the number is charged at local call rates.The Outcome: This situation was akin to the selection of a dial-in number by a new user and as it appeared that the complainant had ignored the advice provided by the ISP, the TIO found that the ISP was not liable to reimburse the complainant for STD call charges incurred.