Posted on June 24, 2019 by staff

ICO fines EE for unlawful text messages

ICO fines EE for unlawful text messages

EE Limited has been fined £100,000
EE Limited has been fined £100,000

The ICO has fined EE Limited £100,000 for sending over 2.5 million direct marketing messages to its customers, without consent.

The messages, sent in early 2018 by the telecoms company, encouraged customers to access and use the ‘My EE’ app to manage their account and also to upgrade their phone.

A second batch of messages was sent to customers who had not engaged with the first.

During the ICO investigation EE stated the texts were sent as service messages and were therefore not covered by electronic marketing rules.

However, the ICO found the messages contained direct marketing and that the company sent them deliberately, although acknowledges that EE Limited did not deliberately set out to breach electronic marketing laws.

“These were marketing messages which promoted the company’s products and services,” said Andy White, ICO director of investigations.

“The direct marketing guidance is clear: if a message that contains customer service information also includes promotional material to buy extra products for services, it is no longer a service message and electronic marketing rules apply.

“EE Limited were aware of the law and should have known that they needed customers’ consent to send them in line with the direct marketing rules.

“Companies should be aware that texts and emails providing service information which also include a marketing or promotional element must comply with the relevant legislation or could face a fine up to £500,000.”

The ICO’s guidance on electronic marketing says marketing messages can be only sent to existing customers if they have given their consent and if they are given a simple way to opt out of marketing when their details are first collected and in every message sent.