8. Competitions which use Telephony
8.1 Premium Rate Telephony Services
Definition of Premium Rate Telephony Services (PRTS)
Premium Rate Telephony Services are those which deliver some form of content, or service which is charged to the users’ phone bills. They can be run via fixed lines, mobile phones or interactive digital television.
Fixed line Premium Rate numbers are normally prefixed with ‘09’.
Premium Rate text (SMS) services normally use short access codes - typically four or five-digit numbers. These will usually be shown on phone bills as ‘Premium Rate call’ or ‘high Premium Rate service’, although this may vary depending on individual mobile network operators. Premium Rate charging for mobile content is generally per text (SMS) message.
- Premium Rate lines are used when they are the most suitable and safest way to handle large volumes of calls effectively.
- The lowest viable tariff must be charged. Advice must be sought from ITACU.
- The only time, in exceptional cases, that the BBC may run premium rate lines to raise funds, is for a BBC charitable initiative. In such cases the editorial content of the programme must relate directly to the charitable cause. Any such proposals must be signed off by the Divisional Director and referred to the Chief Adviser, Editorial Policy in advance.
- All proposals to use Premium Rate telephony must be referred to the senior manager in your division charged with approving the use of Premium Rate telephony, and then must be referred to Editorial Policy and ITACU Legal and Business Affairs (who may consult with Programme Legal Advice). A Premium Rate Telephony approval form must be authorised by the relevant Controller or Senior Manager. All Premium Rate competitions require legally approved rules.
Any use of Premium Rate telephony must also comply with the Code of Practice issued by the telephony industry regulator PhonepayPlus (formerly ICSTIS) and relevant help notes
8.2. Audience information
It is extremely important that we are totally transparent with our audiences in relation to our use of Premium Rate telephony. We must ensure that they are given all relevant information.
An IVR (Interactive Voice Response) system will normally be used to handle Premium Rate votes. This technology can use a computer to process voice responses or touch tone signals from a normal phone call. The IVR can often use pre-recorded messages to give relevant information to callers; such as the fact that their entry has been registered or which answer they have given in the case of multiple choice questions. These systems generally handle large call volumes. Consult ITACU if you are intending to use an IVR system.
8.3 Information on call costs
Audiences must be informed clearly of how much it will cost them to interact with a BBC programme using Premium Rate numbers. On television, the BBC requires this information to be conveyed verbally at appropriate regular intervals as well as visually.
Call cost information on a graphic should be clear and legible. Particular care should be taken over backing colours, font size and type of script, to ensure information is not hard to read.
Call cost information should also be given verbally, at appropriate regular intervals by a presenter or in a voice over and should be audible, clear and at a reasonable pace.
Call cost information may also be given as a recorded message on the competition entry lines.
It will not always cost the same to call from every network; calls from mobiles in particular may be more expensive. This must be declared on air .
The standard wording is “calls cost x from a BT landline, calls from other operators may vary and mobiles will be considerably higher”.
Where programmes are using Premium Rate competitions in order to raise money for BBC charitable appeals, audiences must be informed clearly what charity will benefit from the service. They must also be told what proportion of the call charge will be donated to the charity.
For example “ calls cost x from a BT landline, calls from other operators may vary and mobiles will be considerably higher. x from each call will go to BBC Children in Need/Comic Relief etc” (see 8.5 below)
We should also aim to inform them of call costs from non-Premium Rate telephony.
You must consult ITACU for appropriate current wording.
Online information. Usually we do not display Premium Rate numbers online. Any proposal to do so should be referred to Editorial Policy. Where it is agreed to do so, all relevant call cost information must also be displayed. In some cases, particularly for popular high profile shows such as a TV talent show, with audience voting, we may decide to include a table showing indicative costs from the main mobile phone networks, on the show website. In such cases ITACU must be consulted at an early stage; they will provide this information for the website .
8.4 Information about line opening and closing times
Audiences must be informed clearly and precisely when competition lines open and close; this should include dates and sometimes also times where appropriate, for example where a vote involves email or phone/text entry.
When using Premium Rate Telephony you must ensure systems are used which prevent callers from being charged, should they try to enter before lines open or after they close. Further advice must be sought from ITACU.
We must verbally and visually (for television) remind people not to enter before or after lines open or close. We normally state: “don't enter before or after x time, your entry won't count, and you may be charged”
For non Premium Rate interactions:
If you have to use a system which cannot prevent callers being charged before a line opens or after it closes then the on air message should be: “do not enter before or after x time or your entry won't count and you will be charged”
8.5 Charity fundraising
Any proposal to use Premium Rate competitions to raise money for charity must be referred in advance to the Divisional Director and Editorial Policy . Programme Legal Advice must also be consulted if the proposal is approved.
Some programmes, series and strands within existing shows are specially commissioned as part of the charity fundraising output for BBC Appeals e.g. “Comic Relief does Fame Academy ”. In such cases, where the output is directly connected to the charitable appeal and is clearly in the run up to the Charitable Appeal, Premium Rate competitions may be used as a form of donation.
N.B we will not use Premium Rate lines to raise funds for Charitable Appeals in CBBC output.
8. 6 Tariffs for Premium Rate charity fundraising
A range of Premium Rate tariffs may be used to raise monies for charity; the BBC does not specify any one rate. These tariffs yield varying amounts for charity. In selecting the tariff care must be taken to ensure we do not charge our audiences a prohibitive amount, even if the monies are to be used for charity.
Sometimes Premium Rate text (SMS) entry may be used for charity fundraising for a BBC Appeal. Very careful consideration is needed to ensure that the use of Premium Rate text (SMS) votes to raise money for charity is editorially justified. It is possible that the charity or programme may wish to attract a specific demographic which would usually use text (SMS) entry for competitions e.g. Radio One, BBC Three.
In all cases ITACU will advise on the appropriate tariff and will ensure the best return possible is achieved for the charitable appeal, whilst delivering a robust technical system. The final decision as to the appropriate tariff will be made in consultation with Editorial Policy.
8 .7 Non-Premium Rate telephony
Non-Premium Rate numbers may be available to run a competition. Clear cost information should still be provided on-air. Care should be taken to ensure that the system proposed can support the interactivity. Consult ITACU.
8.8 Text (SMS) entries (also refer to 8.2 Audience information above)
Text entry is very popular among sections of our audience. It will not be suitable for all proposals. It is vital that enough time is allowed between the close of the competition and the collation, selection, verification and announcement of the result.
Text (SMS) entries are not delivered in real time. There can be a time lag between the viewer or listener sending a text, and the entry being registered, as the data has to go through several stages of processing. This delay can be considerable in some circumstances. Any competition, in which the audience can text into a live programme, and where the result is to be announced in the same programme, must be referred to ITACU who will consult Editorial Policy.
Text messages can be charged when the user sends their message to the BBC (MO) or when they are sent a reply from the BBC (MT). Which method is most appropriate will vary from case to case and should be discussed with ITACU well in advance of setting up the competition.