CSC Monitoring Compliance Handbook

Published By Version Release Date Effective Date

CTIA—THE WIRELESS ASSOCIATION 1.0 8 May 2012 4 June 2012

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.......................................................... Mobile Programs.Contents Introduction .................................................3 Terms and Conditions.......................................................................... 10 In-Market Monitoring Guide .............................................................................................................. 6 Industry Audit Standards ................ D................................................................................................................................................................................ 1 A...................................................6 Communicating with the CTIA Compliance Care Team .................................................................................................................................................................................................................................................................4 Message Flow ...........................4 Compliance Audits ........................................................................................................................................1 Calls-to-Action .................................................................................................................................................................................................7 Standard Rate and PSMS Advertising ............ I............................................ G................................... J........................................................................................................................................9 PSMS Message Flow ............ 1 Compliance Principles .............................. B................................................................................. 7 ..... H................................. C...8 Standard Rate Message Flow ........... F........................................................ E...........................................................................................................................................................................................................................7 Reading the Audit Standards ............................

Click a button on a mobile Webpage. and any message delivered in excess of the quantity advertised. Messages must be delivered to a user’s handset only after the user has opted in to receive them. The Mobile Commerce Compliance Handbook improves on previous versions of the CTIA Playbook by achieving the following objectives: ► Clarify and unify industry compliance rules ► Reinforce consumer protections around opt-in. the core rules are relevant to many types of mobile services. UNSOLICITED MESSAGES All messages delivered before a user opts in or after a user receives confirmation of opt-out. However. are considered spam.Page 1 . OPT-IN Mobile services are expected to deliver sufficient value that consumers elect to participate with full transparency into the delivery conditions. and customer care ► Speed and simplify deployment of healthy mobile campaigns The CTIA is committed to the goal of unifying its members around a common definition of compliance. a user might: ► ► ► ► Enter a phone number online. A user might indicate interest in a program in a number of ways. OPT-OUT An opt-out method must be promoted in all advertising and messaging for all premium programs and recurring standard rate and free programs. A1-02. For example. Although these requirements are based on the CTIA and participating carriers’ experience with standard rate and premium shortcode programs. privacy. A1. Compliance Principles A. Calls-to-action must be clear and accurate. service providers. which means a user must take two discrete actions to accept pricing and relevant service terms before opt-in and billing occurs. carriers are free to maintain individual playbooks tailored to their customers’ needs and must sometimes respond to emerging risks that fall outside the CTIA’s compliance solution. © 2012 CSC Monitoring Compliance Handbook . or Sign up at a point-of-sale location. Mobile carriers.Introduction Presenting a unified standard of compliance for mobile carrier billing. Mobile Programs Choice and Consent A1-01. and brands can build dynamic connections with consumers by providing a transparent purchase experience in which users feel confident regarding the security of their personal information and the value of the products they receive. All premium services require double opt-in. but no additional messages may be sent after the user indicates a desire to cancel a service. A service may deliver one final message to confirm a user has opted out successfully. Mobile programs engaging in or affiliated with spam are eligible for termination. the Mobile Commerce Compliance Handbook promotes a marketplace in which consumers may choose to purchase high-quality products and services using the most ubiquitous tool available to them —their mobile phone. A1-03. Service providers and aggregators are encouraged to comply with both the spirit and letter of the Mobile Commerce Compliance Handbook in addition to all carrier playbooks. Send an MO message containing an advertised keyword. consent must not be obtained through deceptive means.

this link must be labeled clearly. If a link to the privacy policy is supplied. terms and conditions. MARKETING CONTEXT No component of program advertising. Service providers must receive explicit approval before launching these types of programs. point of sale in bars).g. UNAPPROVED OR ILLICIT CONTENT No programs associated with carrier brands or operating on the carrier networks may promote unapproved or illicit content. All programs must maintain a privacy policy and make it accessible from the call-to-action. Examples of deceptive marketing practices include the following: ► Use of stacked premium offers ► Incentivizing premium services with unrelated products and promotions A3-02. A2-02. Marketing Practices A3-01.. A2. A4-02.Page 2 . or content of the underlying program. or messaging may be deceptive about the functionality. A2-03. Premium sweepstakes must support a no-cost entry method.. Service providers assume responsibility for managing information about deactivated and recycled numbers and must process this information within three business days of receipt. and the mobile carriers are committed to protecting their customers’ privacy.g. SWEEPSTAKES AND CONTESTS Sweepstakes and contests might be subject to additional review on a carrier-by-carrier basis. Service providers must receive explicit approval before launching these types of programs. This restriction includes the use of the term “free” in external frames and windows that might appear reasonably associated with the mobile offer. Service providers wishing to modify a program must submit changes to the carriers for review and must update relevant records on approval. and messaging must remain clear and consistent throughout the user experience. Program Content A2-01. Programs promoted in the market must match the programs approved. Mobile programs must not promote the use of controlled substances directly. PRIVACY Everybody has a right to privacy. USE OF “FREE” TERMINOLOGY Services must not be promoted in association with the word “free” unless they are configured as free to end-user (FTEU) with all supported carriers. features. Reference to the abuse of controlled substances is prohibited. A1-05. electronic confirmation of age and identity) at optin or restrict promotions to age-verified locations (e. CUSTOMER CARE CHANNELS Customer care contact information must be clear and readily available to help users understand program details as well as their status with the program. including the following: ► ► ► ► Depictions or endorsements of violence Inappropriate or adult content Profanity or hate speech Endorsement of illegal or illicit drugs Programs must operate according to all applicable federal and state laws and regulations. Marketing of hard alcohol and tobacco brands must either include robust age verification (e. Customer care information should result in users receiving help. A3. CONTROLLED SUBSTANCES Promotions of controlled substances might be subject to additional review on a carrier-by-carrier basis. CUSTOMER RECORDS All opt-in and opt-out requests should be retained from the time a user initiates opt-in until a minimum of six months after a user has opted out of a program. Records A4-01.A1-04. PROGRAM RECORD MAINTENANCE Service providers assume responsibility for maintaining accurate records in carrier systems and the CSCA registry. © 2012 CSC Monitoring Compliance Handbook . A4. placement. advertisements. All disclosures present in pre-purchase calls-to-actions.

A6. including all MIN-entry pages. Standard rate programs must differentiate. SUBSTITUTIONS AND RESTRICTIONS Calls-to-action must display substitution details.” are insufficient to represent the product.and PIN-entry pages according to the following measures: ► Within 125 pixels directly above or below the cell-submit field. compliant messaging systems) necessary for partners to deploy and maintain compliant programs.g.” or “credits. Product quantity must remain consistent throughout the user experience and content must be delivered as advertised.and handset-specific restrictions. compliant terms and conditions templates. B2. SUBSCRIPTION BILLING FREQUENCY Billing frequency describes the period over which subscription charges recur (e. including carrier.” B2-02. B1. Terms such as “recurring” or “periodic” are sufficient to satisfy product quantity requirements for standard rate programs.Page 3 . Chat and content subscriptions must bill monthly. PRODUCT QUANTITY Calls-to-action must display the product quantity as part of the main offer in addition to disclosures in the terms and conditions.g. and content must be delivered as advertised. B1-03. Users may not be rerouted to a new program at opt-in. as part of the main offer in addition to disclosures in the terms and conditions. Premium Pricing B2-01. Carrier Brands As partners leveraging carrier brands and custodians of carrier customers. Pricing must remain consistent throughout the user experience. Affiliate and Partner Conduct Service providers assume full responsibility for compliance with CTIA audit standards and applicable laws for all calls-to-action from which they derive traffic or revenue. Premium programs must disclose a specific quantity (e.” “monthly”). Service providers operating shared shortcode programs are expected to make a reasonable effort to educate their clients about industry compliance and to provide the information and tools (e. Service providers should terminate their relationship with any party engaged in noncompliant marketing on their behalf. such as “downloads. A service provider or aggregator must control collection and transfer of user information. Pricing must not be minimized by terms such as “only” or “just. B1-02. PRODUCT DESCRIPTION Calls-to-action must display a detailed and accurate description of the product or service as part of the main offer in addition to disclosures in the terms and conditions. Product description must remain consistent throughout the user experience. with no intervening text or graphics ► In a minimum of 12 point font (measured as 16 pixels) ► With a color contrast value of 125 against all points of the background B3.” “alerts. PRICING DISCLOSURE AND PLACEMENT Premium calls-to-action must display pricing clearly and prominently as part of the main offer in addition to disclosures in the terms and conditions.” “20/month”). Callsto-action must display billing frequency clearly and prominently as part of the main offer in addition to disclosures in the terms and conditions.g. all mobile service providers must respect carrier branding requirements and restrictions. between one-off purchases and subscriptions. © 2012 CSC Monitoring Compliance Handbook . B.. Minimum subscription periods are prohibited.. Pricing always must be presented in numerical format with a dollar symbol ($). PRICING FORMAT IN ONLINE ADVERTISING Pricing must be displayed on online MIN. Premium Subscription Charges B3-01. at a minimum.A5. Generic.. “three per week. Calls-to-Action Service Details B1-01. “per month. unqualified terms. Billing frequency must remain consistent throughout the user experience.

e. C. Comprehensive Terms and Conditions Comprehensive terms and conditions must be hosted on a static Website to which a user may return. an opt-in MT message. Nested scroll boxes or frames that obscure any part of the terms and conditions are prohibited.and PIN-entry pages within 125 pixels directly above or below the cell-submit field. ABBREVIATED TERMS AND CONDITIONS PLACEMENT Abbreviated terms and conditions must be displayed clearly and legibly under the call-to-action. one-off standard rate programs exempt) Message and data rates may apply Links to privacy policy and comprehensive terms and conditions (must be labeled with the word “privacy”) In addition. Account holder authorization disclosure also must be displayed above the fold on a 1024x768 resolution screen. the following disclosures: ► ► ► ► ► Product description and quantity Program identification (PSMS programs must display the billing shortcode) Opt-out instructions (must be displayed in bold typeface. Terms and conditions must be accessible using the primary browser scroll bar. C1-03. or both. In addition. ABBREVIATED TERMS AND CONDITIONS IN ONLINE ADVERTISING The first three lines of abbreviated terms and conditions must appear above the fold on a 1024x768 resolution screen.. subscriptions only) C2. C1. C1-02. the comprehensive terms and conditions for standard rate programs must include customer care contact information and opt-out instructions. DOUBLE OPT-IN After responding to a premium call-to-action. with no intervening text or graphics. Message Flow Opt-In D1-01. notice that charges will recur until cancelled. abbreviated terms and conditions for premium programs must include the following billing-related disclosures: ► ► ► ► ► Customer care contact information (must be displayed in bold typeface) Pricing and billing frequency Billing method Account holder authorization Customer cancellation (i. Terms and conditions checkboxes must not be pre-checked. This message must include enough information to identify the program and request that a user send a response command. at a minimum. DISCLOSURES IN ABBREVIATED TERMS AND CONDITIONS Abbreviated terms and conditions for standard rate and premium programs must include. D1-02. Standard rate services that do not originate from a handset may deliver an abbreviated opt-in MT message instead of a full double opt-in. A compliant double opt-in contains the following: © 2012 CSC Monitoring Compliance Handbook . D. a user must review and accept program terms manually a second time before billing occurs. D1.Page 4 .B3-02. Comprehensive terms and conditions must contain all disclosures present in the abbreviated terms and conditions. Premium advertisements must include a mechanism for a user to accept the terms and conditions manually before purchase. BILLING FREQUENCY FORMAT IN ONLINE ADVERTISING Billing frequency must be displayed on online MIN. Terms and Conditions Abbreviated Terms and Conditions C1-01. HANDSET VERIFICATION Recurring services require handset verification or double opt-in. All terms and conditions text must maintain a color contrast value of 125 against all points of the background. The second step of the double opt-in often is accomplished through an opt-in screen or a PIN MT message. Terms and conditions in TV advertisements must be static.

Opt-Out Shortcode programs must respond to the universal keyword STOP with a STOP MT message. Subscription Renewal A user must be notified of recurring premium charges and must be provided with an opportunity to opt out at least 24 hours before renewal charges are incurred. the STOP keyword must not respond with a menu. “Buy” button) displayed after pricing only Customer care contact information Message and data rates may apply D2. The HELP MT message must contain the following disclosures: ► ► ► ► ► ► Product description and quantity Pricing and billing frequency Program name Opt-out instructions Customer care contact information (e. Customer Care Shortcode programs must respond to the universal keyword HELP with details relevant to the specific program in which a user has participated. The STOP MT message must contain the following two elements: ► Program name ► Confirmation that both messages and charges have ceased For a user enrolled in multiple programs on the same shortcode. Programs operating in languages other than English must support a STOP keyword in their native language. the HELP keyword must not respond with a menu. D5. response command. regardless of whether a user was enrolled in the program previously. providing a menu in response to the keyword STOP is acceptable. If the user has participated in only one program. the content message must display the program name.Page 5 . This menu should contain options to obtain assistance with the specific programs in which the user is enrolled. In this case. PIN. toll-free helpline number) Message and data rates may apply For a user enrolled in multiple programs on the same shortcode. the service must display or deliver a short message confirming program enrollment. service providers may deliver a menu in response to the keyword HELP. Program Enrollment Confirmation After a user has opted in successfully.► ► ► ► ► ► Product description and quantity Pricing and billing frequency Program name Mechanism to complete opt-in (e.. © 2012 CSC Monitoring Compliance Handbook . A compliant opt-in confirmation message contains the following disclosures: ► ► ► ► ► ► Product description and quantity Pricing and billing frequency Program name Opt-out instructions Customer care contact information Message and data rates may apply Confirmation of enrollment in one-off standard rate programs can coincide with content delivery.g. If the user has participated in only one program.. Programs operating in languages other than English also must support a HELP keyword in their native language. D3. This menu should contain instructions for opting out of individual programs and a STOP ALL command for opting out of all programs simultaneously. D4.g.

Page 6 . Audits performed by the CTIA are available to all major U. known informally as failure forms. The CTIA issues audits weekly for premium and standard rate shortcodes leased with the CSCA.support@psmsindustrymonitor. E2. Although audits might be available for review earlier. Compliance Audits E1. carriers.In-Market Monitoring Guide E.psmsindustrymonitor.com/user/login to view all violations on shortcodes they manage. each week. SEVERITY LEVELS Definition Severity 0 Extreme consumer harm Serious consumer harm Cure Date Immediate Penalties CTIA: Immediate registry suspension Carriers: Case by case. E3-03. Aggregator and service provider staff may contact ctia. E3. service provider. What Is In-Market Monitoring? The CTIA Compliance Assurance Solution uses data gathered through in-market monitoring. Individual violations are classified as Severity 0..S.e. This method is more effective than program brief review or routine keyword testing because audits reflect the user experience that real consumers encounter when they interact with these programs. In-Market Monitoring Portal The CTIA maintains an online portal. or Severity 2. and service providers can log into the CTIA In-Market Monitoring Portal (CTIA IMM Portal) at http://ctia. FAILURE FORMS The CTIA distributes color-coded Program Violation Notices.com/user/requestReset. and CTIA compliance metrics can be incorporated into individual carrier compliance policies. the noted cure date).com to request login credentials for their first visit to the portal.psmsindustrymonitor. the official notice date from which the cure date is calculated is 12:00PM EST on Tuesday. At the top of a failure form is a unique audit number and the shortcode. E3-02. and aggregator or aggregators as well as the notice date and the cure date. Taking the severity level of the most serious violation cited. aggregators. Live programs are captured and tested after calls-to-action are deployed in the market. based on the seriousness of the infraction. and audits are published as soon as they become available. Program Violation Notices E3-01. Severity 1. immediate suspension or termination possible 2 business days (premium) 5 business days (standard rate) 5 business days CTIA: Unresolved audits reviewed for possible registry suspension Carriers: Case by case CTIA: Case by case Carriers: Case by case Violation Notice Severity 1 Severity 2 Moderate consumer harm © 2012 CSC Monitoring Compliance Handbook . a failed audit must be resolved in the appropriate timeframe (i. with Severity 0 the most egregious. Carriers. and they may reset existing login credentials at http://ctia. which members of the industry can visit to review audits. SCHEDULE The CTIA compiles and generates Program Violation Notices each Monday for audits performed the previous week.

The descriptor “appeal valid” indicates that the CTIA deems the claim legitimate. In the case of TV or print advertisements with longer production cycles.com before the cure date noted on the Program Violation Notice. Communicating with the CTIA Compliance Care Team F1. which must be delivered in response to the universal keyword HELP : STOP MT message. PSMS Web : Premium call-to-action employing an online MIN-entry page (the same rules also apply to the PINentry page) PSMS Mob : Premium call-to-action employing a handset-based MIN-entry page (the same rules also apply to the PIN-entry page) PSMS Text : Premium call-to-action employing a mobile-originated keyword. The email message should explain why the service provider deems the audit incorrect.com by replying to the compliance notification email. Reading the Audit Standards Rows display violations. “Appeal denied” indicates that the CTIA has found no error in the application of the audit standards and that the prescribed corrective action must be taken. Care Team specialists have no authority to answer challenges to the legitimacy of the audit standards themselves.F. which must be delivered in response to the universal keyword STOP © 2012 CSC Monitoring Compliance Handbook . Retest requests must be made in good faith.com) that changes have been made or that the offending advertisement or message flow has been removed from market. Industry Audit Standards G. which must preserve the email subject field. An “S” indicates that a violation applies only to recurring services. print) Std. online. TV. with a clear explanation of the changes implemented. In this case. If the Care Team fails to receive confirmation or the service provider fails to take the actions required. should pose specific questions or outline issues relating to the cited violations. the shortcode is subject to further action.g. Q&A On receiving a Program Violation Notice. Care Team specialists forward audit standards challenges directly to the dispute board. The reply..Page 7 . F3. Audits remain open in the CTIA IMM Portal while policy updates are considered. the responsible aggregator or service provider must confirm by replying to the original email (compliance@psmsindustrymonitor. a body comprising CTIA and carrier representatives. Retests Within the prescribed time period following issuance of a Program Violation Notice. the audit status is changed to Escalated in the CTIA IMM Portal. F2. and corrective actions required. severity levels. The CTIA Compliance Care Team (Care Team) responds promptly to all Q&A messages. Care Team specialists are unable to preapprove compliant designs but will try to assist as much as possible. Columns at the right side of the table display “x” where violations apply. aggregators and service providers may submit a retest request for a release date. Rate Opt In Conf HELP STOP : Standard rate call-to-action employing any opt-in mechanism : Handset verification MT message or double opt-in MT message : Confirmation MT message : HELP MT message. service providers may submit questions to compliance@psmsindustrymonitor. Appeals must pertain to the application of violations cited on the specific audit in question. Appeals Aggregators and service providers may challenge an audit by responding to compliance@psmsindustrymonitor. (e. Audits at this status are categorized as Pending Retest.

Ref # A2-01 A3-01 A3-02 A4-01 A5 A6 Standard Rate and PSMS Advertising Violations COMPLIANCE PRINCIPLES Contains or promotes inappropriate. or adult content Product offering associated with stacked or incentivized marketing Improper use of the term free Fails to match approved program in CSC registry Misuse of carrier endorsement or brand Cell-submit function located on affiliatecontrolled page CALLS-TO-ACTION No product or service description displayed in main offer No product quantity or service delivery frequency displayed in main offer No pricing in main offer Unclear or conflicting pricing Failure to disclose billing frequency in main offer Unclear or conflicting billing frequency No substitution details in main offer Incorrect pricing format Language minimizes pricing Pricing indistinguishable from background color Pricing point size too small Pricing not displayed adjacent to cell-submit field Unapproved billing frequency Minimum subscription period Billing frequency not displayed adjacent to cell-submit field TERMS AND CONDITIONS T&Cs indistinguishable from background color No account holder authorization disclosure above fold No link to comprehensive T&Cs No clear indication of privacy policy Failure to display STOP keyword No customer care contact information No mention of billing method No facility for manual acceptance of T&Cs before purchase Sev 0 1 1 1 2 2 Actions Required Remove references to inappropriate violent or adult content Discontinue association with unrelated stacked or incentivized offers Remove the term free Remove unapproved program elements or update CSC registry Ensure carrier names. icons. “only. PSMS Text Std. Rate x x x x x x x x x x x x x x x x x x x x B1-01 B1-02 B2-01 B2-01 B3-01 B3-01 B1-03 B2-01 B2-01 B2-02 B2-02 B2-02 B3-01 B3-01 B3-02 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 x x x x S x x x x x x x S S S x x x x S x x x x x x x x S x x x x x S S S S C1-02 C1-02 C1-03 C1-03 C1-03 C1-03 C1-03 C1-02 1 1 1 1 1 1 1 2 x x x x x x x x x x x x x x x x x x x x x S © 2012 CSC Monitoring Compliance Handbook .. illicit.Page 8 .” “just”) Alter color scheme to minimum color contrast value of 125 Increase pricing point size to at least 12 point font Display pricing within 125 pixels directly above or below cell-submit field Migrate to monthly billing frequency Remove stipulation for minimum subscription period Display billing frequency within 125 pixels directly above or below cell-submit field Alter color scheme to minimum color contrast value of 125 Disclose above fold at 1024x768 screen resolution that account holder must authorize all purchases Display link to comprehensive T&Cs Display privacy policy or clearly labeled link to privacy policy Display STOP keyword in bold typeface Display HELP keyword in bold typeface Disclose billing method Display checkbox or mechanism for user to accept T&Cs manually before purchase PSMS Web PSMS Mob.H. and colors comply with carrier brand use rules Move cell-submit and PIN-entry functions to service provider-controlled page Describe product or service in main offer State product quantity or service delivery frequency in main offer Display program pricing in main offer Display all price points clearly and conspicuously Disclose billing frequency in main offer Disclose billing frequency clearly Display substitution details for all carriers in main offer Display full pricing clearly as numerals with dollar sign ($) Remove terms that minimize price (e.g. logos.

Ref # A1-01 A1-03 A3-01 A3-01 A3-02 A3-01 Standard Rate Message Flow Violations COMPLIANCE PRINCIPLES Automatic enrollment in multiple programs Unsolicited message delivered Misrepresentation of product offering Misrepresentation of product quantity Improper use of the term free Failure to identify program clearly and consistently in all messages MESSAGE FLOW Failure to send required service message Failure to provide user response command Failure to display STOP keyword No product or service disclosure No product quantity or service delivery frequency No mention that message and data rates may apply No customer care contact information Failure to confirm message flow termination Sev 1 1 1 1 1 2 Actions Required Require user to complete dedicated opt-in for each separate program Cease all messaging associated with program Reconcile.Page 9 . among all messages and ad. D5 D1 D2. D3 D5 1 1 1 2 2 2 2 2 S x x S S S x x x S x x x x S S x © 2012 CSC Monitoring Compliance Handbook . references to product type Reconcile. D2. HELP STOP x x x x x x x x x x x x x x x x x x x x x x D1. D3 D2. D2 D3. PSMS Text Std. D3 D2. D3 D1. Rate S x x x x x x S x x S x x x x x x x x S x I. references to product quantity Remove the term free Display program name consistently in all messages and ad Deliver all required service messages Display response command Display STOP keyword Disclose product or service State product quantity or service delivery frequency Disclose that message and data rates may apply Display HELP keyword in service messages and toll-free helpline or Web address in HELP MT message Inform user that no more messages will be sent Opt In Conf. among all messages and ad. or frames obscuring T&Cs Display first three lines of T&Cs above fold at 1024x768 screen resolution Display STOP keyword in bold typeface Display HELP keyword in bold typeface Disclose that message and data rates may apply PSMS Web PSMS Mob. scroll boxes.Ref # C1-03 C1-03 C1-01 C1-02 C1-03 C1-03 C1-03 Violations No customer cancellation disclosure Shortcode not disclosed in premium offer T&Cs in motion or inaccessible using primary browser scroll bar Failure to display first three lines of T&Cs above fold STOP keyword indistinguishable from T&Cs text Customer care contact information indistinguishable from other T&Cs text No mention that message and data rates may apply Sev 2 2 2 2 2 2 2 Actions Required Disclose clearly that service will continue until cancelled Identify program sponsor by shortcode Eliminate all motion. D3 D2.

among all messages and ad. D2 D3 D1. references to product quantity Reconcile. among all messages and ad. among all messages and ad. references to product type Reconcile. D2 D3 D1 D1 D2. D2 D3 D1. D2. D2 D3.Page 10 . D3 D1. references to pricing Disclose billing frequency clearly Remove the term free Display program name consistently in all messages and ad Deliver all required service messages Display program pricing Disclose billing frequency Display PIN or response command after pricing information only Require user response before sending billed MT message Display STOP keyword Disclose product or service State product quantity or service delivery frequency Disclose that message and data rates may apply Display HELP keyword in service messages and toll-free helpline or Web address in HELP MT message Display program-specific HELP message when user opts into only one program Inform user that service has been terminated and that no more messages will be sent Opt In Conf. D3 D3 D5 1 1 1 1 1 1 2 2 2 2 2 2 x x S x x x S x x x x S x x S x x x x S x x x x S x x x x © 2012 CSC Monitoring Compliance Handbook . HELP STOP x x x x x x x x x x x x x x x x x x x x x x x x x x x x D1.J. D2 D3 D1. D5 D1. Ref # A1-01 A1-03 A3-01 A3-01 A3-01 A3-01 A3-02 A3-01 PSMS Message Flow Violations COMPLIANCE PRINCIPLES Automatic enrollment in multiple programs Unsolicited message delivered Misrepresentation of product offering Misrepresentation of product quantity Unclear or conflicting pricing Unclear or conflicting billing frequency Improper use of the term free Failure to identify program clearly and consistently in all messages MESSAGE FLOW Failure to send required service message No pricing Failure to disclose billing frequency Failure to provide user PIN or response command after pricing information only Failure to initiate double opt-in Failure to display STOP keyword No product or service disclosure No product quantity or service delivery frequency No mention that message and data rates may apply No customer care contact information Incorrect use of HELP menu Failure to confirm service and message flow termination Sev 1 1 1 1 1 1 1 2 Actions Required Require user to complete dedicated opt-in for each separate program Cease all messaging associated with program Reconcile. D2 D3 D1.

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