Compliance

Regulator and Mobile Operator Requirements for DCB

This pages contains the regulator and mobile operator requirements for the use of direct carrier billing in the territories that Infomedia supports around the world.

This tabs sets out for your information the methods by which payments (one-off or recurring) are authenticated via the Infomedia checkout experience.

Territory Carrier MSISDN Detection Automatic (‘2 click’) SMS PIN Carrier Portal Merchant Hosting Required Languages
Bahrain Zain No No Yes Yes No EN & AR
Bahrain Viva No No Yes No No EN & AR
Canada Telus No Yes Yes No Yes: Click for Example EN & FR
Egypt All Yes No Yes Yes Yes: Click for Example EN & AR
Jordan Zain Yes Yes Yes Yes No EN & AR
KSA Zain Yes No Yes Yes TBC EN & AR
KSA Mobily TBC No Yes No Yes EN & AR
KSA STC Yes No Yes Yes TBC EN & AR
Kuwait Zain Yes Yes Yes Yes No EN & AR
Kuwait Ooredoo Yes No Yes No No EN & AR
Kuwait Viva Yes Yes Yes Yes No EN & AR
Norway Strex (all) Yes No Yes Yes MSISDN Detection – Carrier Portal

MSISDN Entry – Yes

NO & EN
UAE Etisalat Yes No Yes No Yes – Click for Examples EN & AR
UAE Du Yes No Yes No No EN & AR
UK EE Yes No Yes No No EN
UK O2 Yes No Yes Yes No EN
UK Vodafone Yes No Yes Yes No EN
UK Three Yes No Yes Yes No EN
United States Verizon TBC No Yes Yes – Infomedia host No EN
United States AT&T TBC No Yes Yes – Infomedia host No EN

This pages sets out the standard per user spend limits for direct carrier billing, however outside of UK and EU territories higher transactions may be permitted on a case by case basis where supported by business case for exceeding spend limits/mitigated risk of consumer impact

Territory Currency Maximum Single Charge  Maximum Aggregated Charges Other
Bahrain BHD 10 30 / month
Canada CAD N/A 50 / month
Egypt EGP 500 (PAYG) / 125 (PAYM) N/A
KSA SAR 100 N/A
Kuwait KWD 8 30 / month
Norway NOK N/A 1000 / month* *For services targeted at under 18s
UAE AED 300 N/A
UK GBP 40 240 / month Services for children must not be priced more than £1.25 per week (or £5.00 per month), one off purchases must not exceed £20.00 per month
U.S. USD N/A 300 / month

This pages sets out the requirements for the delivery of customer support services for products billing customers via DCB.

All territories All emails must be auto-acknowledged and fully responded to within 1 business day
Where provided, phone line must cost no more than local geographic rate
Telephone lines out of business hours must announce hours of opening
It is recommended that an answerphone service is available out of hours with all calls returned within 1 business day

Infomedia’s full Customer Services Procedure and Frameworks can be found here: Customer Support Policy

Territory Email Email Languages Telephone Telephone Languages Other
Bahrain Required EN & AR Required EN & AR
Canada Required EN & FR Recommended EN & FR Language Support: responding to customer queries in the language the customer wrote/called is a legal requirement in Canada.
Resolution SLA: 80% of CS queries should be resolved on first contact.
Egypt Required EN & AR Required EN & AR
KSA Required EN & AR Required EN & AR
Kuwait Required EN & AR Required EN & AR
Norway Required NO & EN Required NO & EN
UAE Required EN & AR Recommended EN & AR
UK Required EN Required EN Infomedia must record and report CS call numbers to carriers and the regulator. All calls must be routed through Infomedia’s IVR. Out of hours voicemail mandatory on EE.
U.S. Required EN Recommended EN

If you would like Infomedia to help provide customer support in a territory please speak to your account manager.

Services and marketing communications not consistent with the requirements of the local law and code of practice are not permitted. The following guidelines highlight specific areas of risk or prohibitions on certain content within advertising and services however merchants should also refer to the local laws and regulation.

CONTENT RULES

VIOLENCE

  • Presentation of violence or the results of violence must not be excessive, gratuitous, humiliating or instructional.
  • Presentation of sexual violence is prohibited.
  • Appropriate warnings must be given before content containing violence is presented, including reasonable steps being taken to prevent children accessing content containing inappropriate violent material.
  • Violence must not appear in advertising material nor in services targeted at users under the age of 18.

SEXUAL CONTENT

  • Nudity, pornographic or sexually explicit content is not permitted
  • Sexual content must not be presented in advertising or services accessible to children.
  • Services should not be advertised on adult (e.g. pornographic) sites or apps.

OTHER PROHIBITED CONTENT

  • Content which incites, promotes, or encourages crime or hatred.
  • Offensive language, including:
    • Disparaging or abusive words calculated to offend an individual or group of persons;
    • Obscenity and foul language;
    • Hate speech against a person or group or people based on race, ethnicity, religion, nationality, gender, sexual orientation or disability;
    • Graphic descriptions of violence and/or sexual acts.
  • Biased portrayals based on gender;
  • Portrayal of the consumption of controlled substances (e.g. tobacco, alcohol, drugs) or any other products for which advertising is prohibited.
  • Material that is harassing, defamatory, libellous, abusive, threatening, obscene, or coercive;
  • Material that violates the rights of any person or company protected by copyright, trade secret patent or other Intellectual Property Rights or similar laws or regulations;
  • Material that Merchant’s know, or should have a reasonable basis to know, is derived from services or sites that permit illegal peer-to-peer sharing of copyrighted content;
  • Unlawful (i.e. without consent) gathering, processing, distributing or use of personal data

COMPETITIONS AND PORNOGRAPHY

  • Pornographic, gambling and prize competition services may not be operated on the INFOMEDIA platform.
  • Competitions within services may be permitted where the competition is directly linked to an existing established brand or media, such as television show link-ups. This will be considered by INFOMEDIA on a case by case basis and is no guarantee a service will be accepted.

ADDITIONAL MENA TERRITORY RULES

The following material is prohibited in MENA Territories:

  • Material that violates the principles of Islamic Law and Principles (Islamic Shari’a) and/or conflict with the customs, traditions and customs of the GCC and Arabian societies, are sexually explicit or suggestive, nudes, underwear or bikini, or show uncovered portions of female bodies except hands.
  • Material that relates to tobacco, recreational drugs, alcohol,
  • Material that relates to horoscopes, tarot or similar.
ADVERTISING RULES

The following practices are not permitted by merchants in advertising or service content:

  • Promoting products and services in a misleading manner;
  • Promoting unrelated content based on popular search terms among natural search results;
  • Redirecting users to unrelated third party websites to promote unrelated content;
  • Hijacking clicks to redirect users to unrelated third party websites to promote unrelated content;
  • Misleading users into liking webpages they did not intend to like;
  • Inserting malicious code within advertisements;
  • Click training, i-framing or similar methods which may cause a customer to click a CTA button unintentionally
  • Posting false URL links on social networking websites to mislead users;
  • Sending deceptive email or SMS spam;
  • Entice users to non-existent content via social network ‘liking’;
  • Sending advertisements that might be perceived as official notifications;
  • Using misleading advertisements, including banners, pop-ups, and pop-unders;
  • Misleading users into completing PRS offers to unlock content;
  • Use of Malicious Software or Trojans to lock users’ internet browsers until payment is made or subscriptions joined in order to unlock browsers.
  • Taking unfair advantage of any vulnerable customer or group of customers
  • Targeting advertising at children (under the age of 18)
  • Stating opinion as facts
  • Failing to state the identity, current status and relevant professional qualifications of any person or entity dispensing advice (where a user may have a reasonable expectation that such advice would only come from a professional person e.g. medical advice, financial advice etc.…)
  • Be unable to supply evidence to substantiate claims made in advertising

Additionally, targeting or failing to exclude advertising directed at the users of tablet devices unable to receive SMS messages in their default state (including but not limited to iPads) is prohibited without express permission from Infomedia. Any tablet users who are subscribed via a device incapable (in its standard form) of receiving operational messaging will be automatically entitled to a full refund regardless of service usage.

Merchants are required to document their advertising control processes and may be required to provide this documentation to Infomedia on request in case of a regulatory or carrier audit or request.

ADDITIONAL UAE RULES

Price Display: All adverts for subscription services that lead directly to a checkout experience must clearly state the service price and payment frequency.

Advertising Sources: Affiliate marketing networks must not be used in the UK, all service advertising must be via direct media buying.

Notwithstanding the aforementioned prohibition, use of the following advertising networks/content providers in any capacity is not permitted:

Headway
Adsimilis (WDGNB)
Vykonia
Avazu
MobilityApp
InMobi
Spirox
YeahMobi
MobiAds
CollectCent

Mobile Arts

ADDITIONAL UK RULES

Price Display: All adverts for subscription services that lead directly to a checkout experience must clearly state the service name, price and payment frequency.

Advertising Sources: Affiliate marketing networks must not be used in the UK, all service advertising must be via direct media buying.

Advertising to Children: It is strictly prohibited to target advertising to anyone under the age of 18 (‘children’) or permit advertising to appear on sites and in apps or any other locations likely to be frequented by children such as children’s websites (such as www.tinypop.com) or apps or games which are likely to be attractive to, or have a main audience of, children (such as TalkingTom). Care should also be taken when setting negative targeting advertising in mixed content websites such as YouTube to ensure that all possible steps are taken to prevent adverts appearing alongside children’s content. The exposure of children to online advertising is a highly sensitive issue in the UK DCB industry and carriers and the regulator reserve the right to suspend services breaching this requirement without warning.

ASA: Ads must comply with the relevant sections of the CAP Code (The UK Code of Non-broadcast Advertising and Direct & Promotional Marketing) – https://www.asa.org.uk/codes-and-rulings/advertising-codes/non-broadcast-code.html

ADDITIONAL PAKISTAN RULES

Source of Supply: No services shall be provided (including hosting) out of the following territories: India, Israel, Iran, Cuba, Sudan, North Korea, Taiwan

This tabs sets out the types of notification Infomedia is required to send to customers using DCB via SMS. Where indicated you may take responsibility for notification by email; to set this up please speak to your account manager who will provide the integration requirements.

Territory PIN/Passcode Single Purchase Receipts Subscription Start Message Subscription Renewal Message Subscription Cancellation Notification Other Notes
Bahrain SMS SMS SMS SMS SMS Help response messages No messaging required for Zain (provided by carrier portal)
Canada SMS SMS or Email SMS or Email SMS or Email SMS or Email If email addresses are used these must be either entered at the time of purchase/subscription or have been validated previously (e.g. at point of account setup) and SMS fallback should be in place for failed emails
Egypt SMS MNO provides MNO provides MNO provides MNO provides
KSA SMS SMS SMS SMS SMS
Kuwait SMS SMS SMS SMS SMS Help response messages No messaging required for Zain (provided by carrier portal)

Only Subscription Renewal messaging required for Ooredoo

Norway SMS SMS SMS SMS or Email* SMS Help response messages *Additional requirements for Email

Unique shortcode per service required

UAE MNO provides SMS SMS SMS SMS Free Period End Messages: Except for daily services, one day before converting the customer from free to paid period, a message shall be sent to notify that next day the payments will start, service name, amount & frequency. Subscription Start message format is mandated by carriers

 

Renewal Messages for daily billed services to be sent every 3 days (Etisalat) or Weekly (Du)

UK SMS SMS or Email SMS or Email SMS or Email SMS or Email If email addresses are used these must be either entered at the time of purchase/subscription or have been validated previously (e.g. at point of account setup) and SMS fallback should be in place for failed emails
U.S. SMS SMS SMS SMS SMS

All messaging is provided via the Infomedia Platform except where provided directly by the MNO or its technical partner, as indicated. Messaging provided via the Infomedia Platform will be chargeable in accordance with your Agreement with Infomedia.

This table only shows regulatory bodies for direct carrier billing. It does not show other types of regulatory registration linked to service type (e.g. medical advisor registrations) or the general carrying on of business (e.g. tax registration, data protection registration).

Territory Regulatory Body Registration Required? Link
Bahrain Telecommunications Regulatory Authority No http://www.tra.org.bh/en/legal-instruments/regulations/
Canada Canadian Radio-television and Telecommunications Commission No https://crtc.gc.ca/eng/comm/telecom/
Egypt National Telecommunications Regulatory Authority No http://www.tra.gov.eg/en/SitePages/default.aspx
Ireland Comreg Yes https://www.comreg.ie/industry/licensing/premium-rate-services-licensing/
Jordan Telecommunications Regulatory Commission No https://trc.gov.jo/
KSA Communications and Information Technology Commission No https://www.citc.gov.sa/en/Pages/default.aspx
Kuwait Ministry of Communications No
Malaysia The Communications And Multimedia Content Forum Of Malaysia No http://www.cmcf.my/home.php
Oman Telecommunications Regulatory Authority No
Norway Norwegian Consumer Authority (Forbrukertilsynet) No https://www.forbrukertilsynet.no/english

Advertising Rules: https://www.forbrukertilsynet.no/english/guidelines

Qatar Communications Regulatory Authority No https://www.cra.gov.qa/
South Africa WASPA Yes https://waspa.org.za/waspa-membership-costs-policy-and-guidelines/waspa-membership-application/
UAE Telecommunications Regulatory Authority No https://www.tra.gov.ae/en/home.aspx
UK Phone-paid Services Authority Yes https://psauthority.org.uk/for-business/~/link.aspx?_id=E60A7D6422E34C82B78AC8A217CC6F27&_z=z

This tab sets out territory-specific and/or miscellaneous requirements not covered elsewhere.

United Kingdom

  • Service Registration: In addition to service providers being registered, all individual services must be registered with the regulator via regulator website
  • Unsubscription: Unsubscription functionality must be available from within subscription services. Infomedia provide an API and URL for this purpose which will be set up during your integration with us.
  • Data Reporting: UK carriers require the following data to be captured monthly reported at least every 6 months and also on request:
    1. Customer service rate (number of CS queries as a % of base),
    2. Churn Rate calculated as as [Number of users unsubscribing] / ([Base at start of reporting period] + [New acquisitions in reporting period]),
    3. % of new users each month who interact with the product/service at least twice in the first week of subscription and a further additional time within the first month.
  • EE UK also maintain a rule which requires any user who has not interacted with a service after (and not including) the first 24 hours of a subscription and for a further 120 days shall be automatically entitled to a full refund if requested

Norway

  • Retries: Subscription Retries limited to once per day, no retries on single purchase.
  • Age Restrictions: Only over 18s can purchase subscription services, all services must have an age appropriateness defined (e.g. 12+, 15+, 18+)
  • Subscription timeout: Where a subscription customer has not had a successful bill or a successful message delivery for 60 consecutive days, their subscription will be cancelled automatically.

Canada

  • Online Portal & SEOAll services shall provide an online portal for their service which will display FAQs regarding the service, instructions on how to access/login to the service and allow a user to unsubscribe from a service by inputting their MSISDN. The online portal must be easily discoverable through a Google search, with appropriate SEO and keywords matching the service name. The service itself must also be easily discoverable through a google search, and must not be able to be accessed for free.
  • Anti-fraud/Compliance Monitoring: Merchant must retain the services of a compliance monitoring/anti-fraud agency effective in the region, and provide Infomedia direct access to the service monitoring reports. Currently the suppliers are either Evina or Empello. Infomedia shall make introductions if required.
  • Refunds: Use of Refund to Bill is mandatory for all refunds unless a customer explicitly requests a different method. This can either be via integration with our Refund API or using our CS web portal ‘CSLite’ to process refunds.

United States 

  • Pay Monthly Restriction: On Verizon, DCB is not available to pre-pay (pay as you go) customers or any customers based in New Mexico.

Retry Policy

Unless specified differently above, users whose bill fails due to ‘out of credit’ or similar error may be retried 3 times on day 1, twice on day 2 and once per day for every day until the end of the billing cycle (up to 45 days). The policy resets on the commencement of a new billing cycle. Expired billing cycles must not be retried (this should be taken into account when setting grace periods below). Users who have failed to bill for 45 consecutive days must be automatically unsubscribed however a merchant may set a shorter period if they wish.

Users whose bill fails due to closed, barred or suspended MNO account may be retried 3 times on day 1, twice on day 2 and once on day 3, then the subscription must be cancelled.

Other MNO technical errors will be automatically retried for 45 days. Users who have failed to bill for 45 consecutive days must be automatically unsubscribed however a merchant may set a shorter period if they wish.

A merchant may choose a grace period during which a user whose bill has failed retains access to their service. It is recommended a grace period of 7 days is implemented to account for MNO technical errors however we appreciate this will not be viable in all cases.

Split billing is not permitted (e.g. splitting a £5 charging into 2x £2.50 on the first attempt). Step charging after first bill failure is permitted on some carriers, please ask your account manager for details.

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