Premium SMS are usually offered by third parties and are rarely advertised directly by Optus. You can often recognise a Premium SMS as beginning with '19' and which is 6 or 8 digits long and which you text a keyword to.

Premium SMS are advertised in all types of media, including television, radio, newspapers, magazines and on the Internet.

To access Premium SMS one-off services you need to send a keyword from your mobile to the premium '19' number.

The cost of Premium SMS varies from provider to provider, depending on the type of content, so it's very important to look at the cost. You could be charged anywhere between 55 cents and $6.60 per message.

Third Party Content Providers that provide Premium SMS subscriptions services are no longer available to purchase on your Optus bill or using your prepaid credit.

To unsubscribe from Premium SMS subscription services, you reply 'STOP' to the '19' shortcode number.

New and existing customers will be allocated two separate spend limits. This includes a $20.00 default spend limit for Premium SMS services and a $200.00 default spend limit for approved Registration-only Content Services.

For new and existing customers, your default Premium SMS spend limit is now $20.00 (unless your spend limit was already set to less than $20.00).

For new customers, your default Registration- Only Content spend limit is set to $200.00. If you're an existing with a Premium SMS spend limit of $20.00 or more, this is now your Registration-Only Content spend limit. If your Premium SMS spend limit is set to under $20.00, you'll be allocated the default $200.00 Registration-Only Content spend limit.

If you need to adjust your content spend limit, contact us.

You are responsible for calls, messages and other purchases that appear on your phone bill, including those that are made by family and friends, even when made without your knowledge. However, if as a customer you've not been fully informed about the price and content of a Premium Service that you've been billed for, you have the right to contest these charges.

Firstly you should contact the Service Provider of the Premium Service which you are contesting (you will find the Customer Care number in the Premium SMS you're receiving, on your bill and on 19sms.com.au). Or alternatively you can call Optus where a helpful representative can assist you with any concerns.

Always read the Terms and Conditions first

As you are liable for the calls, SMS, MMS and purchases that appear on your Optus Bill it is absolutely important to read the fine print of any Premium Service you opt in to receive. Look at the advertising for the service and be sure that you are informed of the upfront cost and if there are any ongoing obligations such as subscription costs or opting in to receive promotional messaging from the Content Provider.

Take note of Spend Notification Messages sent to your phone

Premium SMS Content Suppliers are required to let you know when you have spent $10 on a specific service by sending you a free message. Non subscription services need only send this message to you when you have passed $10 of spend in a given month, although subscription services will advise you of each $10 amount spent regardless of the time it has taken.

Read your phone bill carefully

Your bill will show you how much you have spent on Premium SMS. See the FAQ below on how Premium SMS is presented on your bill for more information.

Worried about Premium SMS billing? Do not delete the SMS from your phone

If you're planning on enquiring about a Premium Service, try to keep the SMS on your phone - deleting the SMS does not make any difference to charging. It may assist you in helping to discuss the service with the Content Provider or with an Optus Customer Care representative.

Always keep your phone in a safe place

As you are liable for the calls, SMS and other purchases billed to your Optus Account, it is very important to keep your mobile in a safe place so as to minimise the risk of another person using your phone without your knowledge.

How much are the Premium SMS messages I am getting costing me?

Any SMS you send to/ receive from a number that starts with '19' has the possibility of applying a charge (unless it starts with the words 'FreeMsg'). The cost of individual messages can vary from $0.25 to $6.60. It should be clear at the point of initiation as to whether the service is a single purchase or a subscription. All subscriptions require a 'double opt in' where if you send an SMS to a '19' number (or enter your mobile number into a website), it must respond with a free SMS message back with all the details of the subscription including cost/frequency etc. and the requirement for the user to send another SMS to confirm the subscription terms are understood.

How do Premium SMS appear on my bill?

Premium SMS details will only show if there are any charged to you in the relevant billing period. Note that 'Content Services' on the bill is not limited to just Premium SMS. It also includes other third party content charges and some other Optus services.

• In the Usage Charges section, a line item of 'Content Services' will show the total amount charged by all Content Services ('Content Services' here is not limited to just Premium SMS).

• Further down you will see 'Content Services' section which details all the transactions.

I thought that I stopped Premium messages but now they have started again?

You may be receiving free marketing messages from a service that you once belonged to, which may have been part of the terms and the conditions of the service you opted into. These messages should begin with the phrase "FreeMsg".

If you wish to stop receiving these messages, text the word STOP to the Premium shortcode number which starts with the numerals '19'. This could take up to 24 hours to be actioned. Texting the keyword 'STOP' should only cost you the price of a regular SMS. You may receive a confirmation text message back to your mobile phone advising that you have been unsubscribed from the marketing database.

Should you still be receiving Premium SMS messages 24 hours after requesting to unsubscribe, you are best contacting the Help Desk of the Premium SMS Provider directly. The Help Desk number should be available within the Premium SMS you’re receiving.

Alternatively you can call Optus.

I tried to reply STOP to the message that I received to my mobile phone, but it won't let me. The message has a link and the sender is unidentified.

You may be receiving free marketing messages or subscription content links via a WAP Push process. WAP Push sends out a link to a Mobile Internet page as an SMS, but unlike normal SMS messages it might not appear to have come from a phone number. You cannot reply directly to a message sent to you via WAP Push.

Prior to opening the link provided in the message, check the content of the actual message (possibly under 'Options') there should be a number starting with 19, a support phone number or instructions on how to stop messages coming to your mobile phone. You can send a new SMS with the word STOP to the 19 number to stop these messages, or call the help desk number provided for support.

Your first step should be to raise your complaint with the content provider who supplied you with the Premium Service. In certain Premium SMS messages you receive, the helpline will be provided which you can use to get in contact with the Content Provider. Additionally, you can enter the shortcode into www.19sms.com.au which will provide you with the helpline for the Content Provider.

Alternatively you can call Optus.

You can also seek assistance from the Telecommunications Industry Ombudsman (TIO), which is an office of last resort. The TIO will only investigate complaints if you have already attempted to resolve the complaint with the Content Provider or Optus.

TIO - Telecom Industry Ombudsman
http://www.tio.com.au/consumers

For more information about third party charges on your bill, contact us or submit your enquiry here.

• 19SMS - Your Guide to Mobile Premium SMS

• Communications Alliance

• Mobile Data Tips - Australian Mobile Telecommunications Association

• ACMA - Mobile Phones: Child Safety Checklist