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USA - CTIA Monitoring Playbook & Enforcement Implementation for SMS services in the USA

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USA - CTIA Monitoring Playbook & Enforcement Implementation for SMS services in the USA

 

Please note there has been new compliance documentation released, different to the guidance below. See comment below for latest CTIA documentation.

 

As released by CTIA – The Wireless Association, on July 1st 2011:

 

Dear Short Code Marketers,

In recent months, CTIA has made significant progress implementing and consolidating an industry monitoring program capable of assessing text messaging campaigns (short code campaigns) compliance with established consumer best practices.  The monitoring initiative includes inspection of both advertising creative used to encourage consumer opt-in as well as inspection of text message flows over the carrier networks documenting the interaction between campaigns and consumers.  With these important pieces now in place, we are publishing the playbook used to guide the monitoring process along with the timeline of next steps leading to the launch of monitoring enforcement August 1, 2011.

 

Over the coming month, aggregators and content providers will receive login credentials to access monitoring audit reports as they are published.  The attached playbook details the process parties will follow in responding to audits and maintaining compliance with consumer best practices.  A significant piece of the audit process includes a comparison between campaign details submitted to the registry when leasing codes with details obtained in the open environment including the advertising promoting audits and the text flow details.  ANY DESCREPANCIES BETWEEN CAMPAIGN DETAILS FOUND IN THE REGISTRY AND THOSE OBTAIN IN THE OPEN ENVIRONMENT WILL BE VIEWED AS SEVERITY 1 INFRACTIONS AND MAY RESULT IN YOUR REGISTRY ACCOUNT BEING SUSPENDED.   Suspended accounts will be unable to add new campaigns to active codes, make changes to existing campaigns running on active codes, or lease new codes.  Please take the time now, before enforcement begins, to make corrections to any information in the registry (www.USShortCodes.com) that is out of date or inaccurate.

 

Listed below is a complete timeline outlining the various milestones of this implementation, leading up to the start of enforcement provisions, which are set to begin, August 1, 2011.  Please be advised that aggregators received this information several weeks ago in preparation for this launch and may be able to provide assistance with specific questions you may have.  In the coming days, additional resources will be provided to assist you and your teams as you become more familiar with the process. 

 

We express our sincere thanks to all providing critical feedback to help us reach this milestone.  It is our goal to provide a very robust monitoring solution capable of mitigating noncompliance of short code based mobile campaigns with the industry’s consumer best practices developed by the MMA and protect consumers.  We believe that this step is critical to reaching the broader objective of expanding and stabilizing the marketplace, making it a long-term valuable investment to external organizations.  If you have any questions related to these documents, please feel free to contact me at your convenience.  Thank you again for your continued interest and support to develop this framework.

Best regards,

Jeff

Director, Technology Programs

CTIA – The Wireless Association®

 

Stage Name

Item

Responsibility

Status

Timeline

Notes

Pre-Launch

Agree on enforcement policies and procedures

CTIA & Carriers

Complete 

   

Pre-Launch

Draft CTIA Playbook

CTIA & WMC

Complete

   

Pre-Launch

Review CTIA Playbook

Carriers

Complete

   

Pre-Launch

Deliver shortcode path information to WMC

Carriers

Complete

   

Pre-Launch

Deliver CP and AG compliance contacts to WMC

CTIA and Carriers

Complete

   

Pre-Launch

Provide WMC with test handsets

Carriers

Complete

   

Pre-Launch

Finalize CTIA Playbook

CTIA & WMC

9-Jun-11

   

Public Launch

Distribute CTIA Playbook to those on Monitoring Call

CTIA & WMC

10-Jun-11

1 day

 

Public Launch

Demo audit and enforcement procedure on Monitoring Call

WMC

21-Jun-11

1 day

Available to perform additional demos as necessary

Public Launch

Distribute CTIA Playbook to all lessees and vendors

CTIA

23-Jun-11

1 day

 

Public Launch

Consolidate and format content provider information

Lessees & WMC

ongoing

   

Public Launch

Enter shortcode path information into the portal

WMC

ongoing

 

Takes approximately 2 days per carrier

Public Launch

Systems configuration

WMC

ongoing

   

Public Launch

Systems tests

WMC

ongoing

   

Public Launch

Publish support documentation

WMC

28-Jun-11

2 days

 

Public Launch

Archive old CTIA audit data

WMC

30-Jun-11

1 day

 

Public Launch

Consolidate and verify compliance contacts

WMC

ongoing

 

Takes approximately 1 day per aggregator

Public Launch

Update portal with CP and AG contact information

WMC

ongoing

   

Public Launch

Generate login credentials for aggregators

WMC

27-Jun-11

3 days

 

Public Launch

Distribute login credentials to aggregators

WMC

30-Jun-11

   

Production

Demo audit and enforcement procedure more broadly

WMC

July-11

   

Production

Generate login credentials more broadly

WMC

July-11

   

Production

Distribute login credentials more broadly

WMC

July-11

   

Production

Launch CTIA audit enforcement

CTIA & WMC

1-Aug-11

   


  

 

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Comments

  • Avatar
    txtNation

    Please note there has been new documentation released by CTIA for compliance in the USA - this replaces the Compliance Monitoring and Enforcement Playbook.

    Ignore link immediately below, see next comment for updated October 2015 CTIA Handbook.

  • Avatar
    AJ Nouman

    Please note the below guidelines from the CTIA Handbook.

    1- Example **Advertisement - SINGLE-MESSAGE ADVERTISEMENT AND SERVICES MESSAGES (TRANSACTIONAL)**

    Below is an example from the CTIA Guidelines of a compliant Single Message Ad.  The CTIA is the organization which monitors and audits short code programs in the U.S.

     

    CTIA-Short-Code-Monitoring-Handbook-v1-5-2-October-2015.pdf_1.png

     

    CTIA-Short-Code-Monitoring-Handbook-v1-5-2-October-2015.pdf_2.png

    You will note that the advertisement requires the pricing disclosure of “Message and Data Rates May Apply”.  A more condensed way of showing this is “Msg&data rates may apply”.  Additionally there are a couple of options to address the need to show where a user can view a Privacy Policy and Terms & Conditions, namely:

     

    a)       Actually show the URLs for these, i.e., Privacy Policy URL  www.xxxxxx.com, Terms&Conditions URL  www.xxx.xxxxx, or

    b)      Show the Privacy Policy URL ( www.xxxxxx.xxx) and add a Customer Care number to the advertisement.

     

     

    Example SMS Terms and Conditions - Transactional 

    Example Corporation Terms and Contitions - SCXXXXX 

     

    Program Description

    Example Corporation Info Service allows mobile subscribers to opt-in to receive information about the Example Corporation and its products through SMS messages straight to the subscriber’s phone.

     

    Supported Carriers

    Example Corporation’s Info Service is available on the following carriers:

    Appalachian Wireless, AT&T, Bluegrass Cellular, Boost Mobile, Cellcom, Cellular South, Centennial Wireless, GCI, Immix Wireless, Inland Cellular, IV Cellular, Nex-Tech Wireless, nTelos, Metro PCS, Sprint, T-Mobile, U.S. Cellular, United Wireless, Verizon Wireless, Virgin Mobile USA, and West Central Wireless.

     

    T-Mobile is not liable for delayed or undelivered messages.

     

    Cost

    There are no premium charges for texting into the Example Corporation’s Info Services to receive the info message, however Msg&Data rates may apply.

     

    Message Frequency

    If you opt-in to receive info from the Example Corporation, you will receive one message.

     

    How to opt-out of our service

    You will only receive one message from the program however you can text STOP at any time to XXXXX. An unsubscribe message will be sent to your mobile number confirming the cancellation, but no more messages will be sent from this program after that one.

     

    Support/Help

    For support or information about our Info service, text HELP at any time to XXXXX. You can also email us at support@examplecorporation.com or call 1-888-555-5555.

     

    Privacy Policy

    Example Corporation's top priority is the privacy of our users. The following is provided to address any concerns you may have.

     

    Example Corporation will never, under any circumstances, sell or distribute your cell phone number to third parties or Example Corporation clients for whom you have not approved.

     

    Example Corporation will never directly market to you any services for which you have not opted in, either by cell phone, text message or email.

     

    Example Corporation will never distribute any personal information about you, including your phone number, name, billing information or any other piece of identifying information.

     

    If you have any questions, please send us an email to support@examplecorporation.com.

     

    *****************************

    2 - Example Advertisement - RECURRING-MESSAGE ADVERTISEMENT AND SERVICES MESSAGES (SUBSCRIPTION)

     

    CTIA-Short-Code-Monitoring-Handbook-v1-5-2-October-2015.pdf_3.png

     

    CTIA-Short-Code-Monitoring-Handbook-v1-5-2-October-2015.pdf_4.png

     

    CTIA-Short-Code-Monitoring-Handbook-v1-5-2-October-2015.pdf_5.png

     

     

     

    Example SMS Terms and Conditions - Subscription

    Example Corporation-SCXXXXX

     

    Program Description

    Example Corporation Alerts & Info Service allows mobile subscribers to opt-in to receive news and information about the Example Corporation and its products through SMS messages straight to the subscriber’s phone.

     

    Supported Carriers

    Example Corporation’s Alerts & Info Service is available on the following carriers:

     

    Appalachian Wireless, AT&T, Bluegrass Cellular, Boost Mobile, Cellcom, Cellular South, Centennial Wireless, GCI, Immix Wireless, Inland Cellular, IV Cellular, Nex-Tech Wireless, nTelos, Metro PCS, Sprint, T-Mobile, U.S. Cellular, United Wireless, Verizon Wireless, Virgin Mobile USA, and West Central Wireless.

     

    T-Mobile is not liable for delayed or undelivered messages.

     

    Cost

    There are no premium charges for joining the Example Corporation’s Alerts & Info Services for receiving the alert and info messages, however Msg&Data rates may apply.

     

    Message Frequency

    If you opt-in to receive alerts or info from the Example Corporation, you will receive one message per week.

     

    How to opt-out of our service

    To opt-out of the Example Corporation Alerts & Info program, text STOP at any time to XXXXX. An unsubscribe message will be sent to your mobile number confirming the cancellation, but no more messages will be sent from this program after that one.

     

    Support/Help

    For support or information about our Example Corporation Alerts & Info service, text HELP at any time to XXXXX.You can also email us at support@examplecorporation.com or call 1-888-555-5555.

     

    Privacy Policy

    Example Corporation's top priority is the privacy of our users. The following is provided to address any concerns you may have.

     

    Example Corporation will never, under any circumstances, sell or distribute your cell phone number to third parties or Example Corporation clients for whom you have not approved.

     

    Example Corporation will never directly market to you any services for which you have not opted in, either by cell phone, text message or email.

     

    Example Corporation will never distribute any personal information about you, including your phone number, name, billing information or any other piece of identifying information.

     

    If you have any questions, please send us an email to support@examplecorporation.com.

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