The Jakarta Post, Jakarta
Indah Juwita, 16, was thrilled when she received a text message from her favorite actress, Ririn Dwi Arianti, just after she registered with a text-a-celebrity service operated by a content provider.
The excitement did not last long, however. Indah never received another message from Ririn and when she tried to say “hi” to another idol, she was sent exactly the same message, only under a different name.
She knew she had been conned.
Indah is not the only disgruntled victim. In fact, thousands of angry texters have filed complaints with the Indonesian Telecommunications Regulatory Board (IBRT).
Premium text services charge much higher tariffs than the normal text-message service.
“Many customers complain that they cannot deregister, which means that they keep receiving messages, which in turn eats up their phone credit. Others complain that they never received what was advertised in the commercials,” IBRT member Heri Sutadi said.
Against this backdrop, he explained, the telecoms regulator is mulling a set of rules for content providers that offer premium text services. “We realize that it is a big industry. That’s why it needs specific regulation,” Heri said.
Based on IBRT figures, there are about 300 content providers offering premium text services, with charges ranging from Rp 2,000 (US$0.22) for a horoscope, news updates and celebrity gossip, to Rp 10,000 for music and game downloads.
Some 200,000 to 300,000 people access such services every day.
Under the planned new rules, all providers will have to be fully accountable for the services they provide, and furnish all the information needed by customers.
“Firstly, each time a customer signs up for a service, the provider must give him information on what the service is all about, how to use it and how to deregister,” Heri said, adding that each provider would also be encouraged to set up a customer information center.
At present, many of the content providers do not even have fixed-line numbers that can be contacted to get information about the services they provide.
“Not complying with the new regulations could result in suspension, or a total ban on their operations,” Heri said.
Meanwhile, Indonesian Consumers Foundation (YLKI) director Huzna Zahir has urged the IBRT to lay down rules protecting a consumer’s right to withdraw from such services.
“Many customers face difficulties deregistering as they have to go through various stages before they are finally in the clear. But meanwhile, the operator keeps on charging them,” Huzna said.
Leoni Rahmawati, an officer with one of the content providers, PT Star Media, argued that running this kind of business was not an easy task as the company had to deal with the inevitable technical errors in its computer system.
“Sometimes, we get so many customers accessing our services that have no option but to send out the same messages more than once,” said Leoni, who is in charge of the “star” horoscope division, which serves about 3,500 customers a day. (09)
