Consumer Tips

900/976 Service/Numbers Usage To Claim Prizes

Before dialing the 1-900 numbers for prize claim instructions consumers should remember to:

Take note of the cost associated with calling the 1-900 number, and be advised that the cost will appear on their telephone bills.

- Read the entire card carefully to determine how prize winners are selected. While the card may have a list of prizes with a list of winning symbols beside it, callers may find that the order in which the prizes are listed does not correspond to the order in which the winning symbols are listed.
- Give careful consideration to the number of prizes available and to the chances of winning each advertised prize.
- Determine whether the card offers alternative methods of participation. For example, is there a no purchase option allowing recipients to respond by mail.

900 number telephone service allows 900# service providers to receive a portion of the amount billed for each telephone call made to that number. When a caller dials a 900 number, Telus will bill the applicable 900 charges on his or her regular telephone bill.

Service providers can set the price (per minute or per call) that callers will pay to access a 900 service program subject to the following considerations:

- minimum charge of .50 per call.
- maximum charge of $50 per call.
- $3 limit for calls intended for callers under 18 years of age.

US callers can not call 900 numbers in Canada and vice versa.

The RULES for 900 lines set out by Telecommunications Companies say every 900 line must minimumly give a 18 second preamble, before billing starts, which allows the caller to hang up without being charged. This preamble must state the price, that the caller must be at least 18 years of age or have parental permission, and when billing will start. A CRTC rule for 900 lines requires that each line have a separate customer service number CRTC regulations concerning 900 (and 976) numbers state that the company must have an inquiry number at which people can inquire/complain AT NO COST TO THEMSELVES. This means that anyone running such a service must either set up an 800 number, or accept collect calls. Further, the consumer must be called back within 24 hours if (s)he reaches only an answering machine. To obtain the toll-free number or the number to call collect, call Telus at 1-888-811-2323 (residential) or 1-888-811-2828 (business). Likewise, if the company refuses to deal with you, direct a complaint to Telus at 1-888-811-2323 (residential) or 1-888-811-2828 (business).

CRTC Safeguards

Complaints about sexual content and questions concerning who must pay for unauthorized calls led the CRTC to introduce the following safeguards to protect consumers:

Charges must be identified:

All 900/976 ads must indicate the charges associated with placing a call. Once a customer places a call, a message must clearly specify the charges and when they will begin.

One-time waiver:

The first time a customer disputes a 976 Service charge, the telephone company will remove the charge from the customer's phone bill and the Service Provider will absorb the amount owing. This is referred to as the one-time waiver. If it happens again, the telephone company will provide the 976 Service Provider with sufficient customer information to collect the outstanding charges.

For 900 programs billed through the phone company, the one-time waiver provision applies. However, where the 900 Service Provider has opted to bill through a credit card company or a pre-billing arrangement, the one-time waiver does not apply.

Blocking service:

Some telephone companies offer services that will block access to all 900/976 numbers. Offers vary and customers should check with the telephone company they subscribe to for details. For example:

- Blocking services for residential customers are usually free, but customers who change their minds may have to pay a $10.00 fee to remove the block and reactivate the 900/976 services.
- Some companies charge a $10.00 fee to block 900/976 services.
- Some companies require that customers block all outbound long-distance calls, including calls to 900/976 services.

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ADVANTAGE 900 SERVICES - STENTOR GUIDELINES ON GAMES OF CHANCE:

SCOPE OF GUIDELINES: These guidelines (the guideline) apply to all Service Providers who have executed the Accounts Receivable Management (ARM) Agreement and whose 900 Program includes any type of game of chance or contest, sweepstakes, contest listing or information (a chance promotion) that involves the use of a 900 call as one of the means of entry or qualifying for a prize that is awarded based in any manner, whether solely or partly, on chance.

These guidelines are minimum standards. In addition to these guidelines, the Service Provider must abide by all Content Guidelines listed in Schedule C of the Arm Agreement and by all applicable laws and regulations. Failure to abide by these guidelines (or by any of the Content Guidelines of Schedule C of the Arm Agreement or applicable law or regulation) will result in termination of the Service Provider's ARM Agreement.

The issuance of these Guidelines does not constitute a waiver by Stentor of any of Stentor's rights under the Advantage900 Service Provider and ARM Agreements or any applicable tariff. Programs that meet these guidelines are still subject to further review and action by Stentor. Stentor reserves the right to modify these guidelines from time to time with notice to Service Providers to whom these guidelines apply and to enforce such modifications as may be deemed necessary by Stentor.

These guidelines do not constitute legal advice. Service Providers are solely responsible for the contents of their Programs. SERVICE PROVIDERS MUST CONSULT THEIR OWN LEGAL COUNSEL REGARDING THE LEGALITY OF THEIR PROGRAMS. The words Stentor, Service Provider, and Program in these guidelines have the same meaning as in the Advantage900 ARM and Service Provider Agreements.

GUIDELINES:

A. GENERAL: The Service Provider must provide Stentor with copies of all advertising and promotional material to be used in connection with its program, and with the preamble and Program script. No chance promotions which require registration under the Quebec Act Respecting Lotteries, Publicity Contest and Amusements Machines may be offered in Quebec unless duly registered with the Regle des Alcools, des Courses et des Jeux. All chance promotions must also comply with all applicable federal and provincial laws and regulations, including without limitation, the provisions of the federal Criminal Code and the federal Competition Act.

B. ADVERTISING: All advertising and promotional material for a direct mail (i.e. the letter, postcard or other document sent to a particular person), or a print, visual or verbal advertisement, must contain the following, which shall be disclosed prominently:

(i) A statement disclosing the starting and closing dates of the chance promotion.

(ii) The official rules of the chance promotion must be included in direct mail advertising. For other advertising, the Service Provider must indicate where a copy of the official rule may be obtained.

(iii) If the length of the call can be determined in advance, the advertisement must disclose the maximum charge that could be incurred if the caller listens to the complete message provided either in the advertising or in the preamble of the program.

(iv) A free alternative method of participating (which does not require the use of a 900 call) must be made available.

(v) Unless otherwise authorized in writing by Stentor or unless the advertising is broadcast on TV or on radio, the number, nature and fair market retail value of all prizes must be listed and described in descending order of retail value, except that the prize(s) that the majority of all recipients will receive must be listed last.

(vi) There must be a statement in close proximity to the first identification of any prize referring the reader to the official rules for the odds of winning.

(vii) There must be no reference whatsoever to Stentor, any Stentor member Company or the Advantage 900 trademark.

(viii) Words and phrases that seek to compel immediate action by recipients of the solicitation (e.g. Immediate Action Required) must not be used in a manner which creates the false impression of an immediate deadline for action which does not exist or conveys the false impression that the recipient must call the 900 number in order to automatically receive a prize.

(ix) Words, phrases, format or symbols shall not be used in a manner that, taken as a whole, creates an impression that the solicitation was initiated or sponsored by any governmental agency.

(x) If applicable, the Service Provider must indicate whether there is a regional allocation of prizes.

C. NO PURCHASE NECESSARY: The alternative method of entry must be easily accessible to consumers (e.g. mail-in or drop-off entries) and the fact of its availability must be prominently disclosed in all advertising and in the contest rules. All entrants (900 callers and those participants using the free method of entry) must have an equal chance of winning. The deadline to provide prizes to participants, and to provide any literature or promotional material as a result of entering the chance promotion, must be no longer than 60 days from entry, unless otherwise authorized in writing by Stentor. The deadline for responding by the alternative method of entry must be no sooner than the deadline for responding by calling the 900 number. The alternate method of entry must be disclosed prominently in a conspicuous and easily readable text immediately above, below or adjacent to the 900 number.

D. PRIZES: The amount or value of the prize awarded may not be solely dependent upon the number of entries received. Unless otherwise authorized in writing by Stentor, the selection of a winner may not be dependent on the outcome of a future sporting contest or other future contingent event not under the participant's control(other than the random selection of an entry). The prizes must be distributed and drawn exclusively from participants that entered the chance promotion from Canada. The prizes must be awarded by a third party that is at arm's length with the Service Provider. Upon request by Stentor, the Service Provider shall have a professional auditor review its chance promotion (at the Service Provider's cost) and shall provide Stentor with written documentation from such auditor attesting that the Service Provider's chance promotion fully complies with these guidelines.

E. ODDS OF WINNING: The odds must be described in whole Arabic number such as 1:1,000.

F. SKILL-TESTING QUESTION: No prize of any kind whatsoever may be awarded to a Program participant by the Service Provider unless the person that is entitled to the prize has successfully responded to a skill-testing question. A copy of the skill testing question shall be provided to Stentor.

G. SECOND-CHANCE DRAWING: Unless otherwise authorized in writing by Stentor, all unclaimed major prizes must be awarded via a second chance drawing from the names of all who responded and did not receive a major prize. The term major prize means a prize with a cash value of more than $50. Unless otherwise authorized in writing by Stentor, the drawing shall take place no later than 30 days after the closing date for the chance promotion. The requirements of F above regarding the skill-testing question also apply to such second chance drawing.

H. LIST OF WINNERS: A list of winners (including the winners' addresses) of all major prizes must be made available to any person requesting the list, and an address of requesting such a winners' list shall be contained in the official rules of the Program. Such list shall be provided to Stentor upon request.

OPTIONAL GUIDELINE:

Stentor encourages Service Providers to abide by the following guidelines:

A. TOLL-FREE CUSTOMER SERVICE LINE: Service Providers are encouraged to use the inquiry Telephone Number (as per section 3.9 of the Service Provider Agreement) to provide refunds to callers who request it and to report back to Stentor on the number of customers to whom such refund was granted,as well as the total value and number of refunds requested.

B. CANADIAN PROGRAM: Service Providers are encouraged to design all advertising and promotional material for Canadian residents as opposed to using material that was designed for use in other countries. Service Providers are encouraged to have a mailing address in Canada.

C. CDMA MEMBERSHIP: Service Providers using direct mailing as a marketing tool are encouraged to become members of the Canadian Direct Marketing Association.