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Alerts and info you can expect from your phone company

 
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The law says that your phone company has to send you alerts and give you certain information to help you understand what you’re signing up to and track your spending. Read on to find out what information you should be getting from your phone company!

 

BEFORE you sign up

1. Check out the Ads!

Your phone company must NOT:

  • Use the words unlimited’, ‘no exception’ or ‘free’ unless it’s true.
  • Use the word ‘cap’ in ads unless the ‘cap’ is used to describe an absolute limit on the amount you pay each month.
  • Give false information about their network coverage.
  • Claim a phone is ‘free ’when you buy a phone and contract package.

2. Get your Critical Information Summary (CIS)

The CIS must include:

  • A description of the service or product
  • Pricing information
  • If it is an ‘’included value’’ plan, your phone company must tell you the cost of:
    • A 2 minute national call
    • An SMS and
    • 1 megabyte of data
  • Customer service contact details

 

AFTER you've sign up

Check out your phone company’s usage monitoring tools

Your phone company must have information on its website so that you can see your calls, SMS and data usage.

Get your notifications

  • Your phone company must tell you in an SMS or email when you reach 50%, 85% or 100% of your call, SMS or data allowance.
  • The notification (SMS or email) must be free and sent to you within 48 hours of you reaching those usage limits.

Check out your phone company’s spend management tools

Apart from notifications, your phone company must give you the option to have at least one other spend management tool, for instance, ‘hard’ caps, call barring or throttling.

 

AFTER you get your first bill 

Information that must appear on your bill

Your bill must be easy to read and contain relevant information like the bill period, the due date for the billed charges and the name of the plan that the bill relates to.

Avoid extra fees when paying your bill

Your phone company must ensure there is at least one way for you to pay your bills without being charged a fee (e.g. Direct Debit or BPAY)


 

Last reviewed June 2013

 



Send your questions to Lawmail

Can't find the info you are looking for? Got a problem you can’t solve?

If you're under 25, or an adult asking on behalf of a person under 18, you can send your questions to Lawmail and we will email an answer to you within 10 days. Urgent matters are dealt with more quickly.

Go to Lawmail. It’s free and confidential.