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Complaints about 090x and SMS services are a recurring issue. In many cases customers have unintentionally subscribed to a service and are then faced with significant costs. These complaints are just the tip of the iceberg; it is generally assumed that there is a fairly widespread social problem. Dialogic has conducted an exploratory study on behalf of the Dutch Telecom Agency (OPTA) to investigate these forms of abuse.
The study, conducted between December 2010 and February 2011, had three main objectives:
- Researching and categorising consumer complaints about 090x / SMS services
- Mapping out the chain of 090x / SMS services
- Identifying measures to counteract the types of behaviours that consumers are complaining about.
