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What information should I be given before I sign up?

 
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Phone companies must give you a Critical Information Summary (CIS) in store, by phone or online for every phone plan that they advertise. A CIS is a summary of the most important information about the mobile phone plan that will help you understand the terms of the offer and make it easier to pick out the differences between other offers.

The CIS must include:

  • A description of the service or product, such as information about pricing, and other information like links to customer service, warnings, and how to contact the Telecommunications Ombudsman if you can’t solve a problem with your phone company.
  • Pricing information, such as the cost of making a 2 minute national mobile call, sending a national SMS and uploading or downloading one megabyte of data within Australia.
  • The maximum charge payable if you want to get out of the contract early.
  • If you have ‘included value’ in your plan, the CIS must tell you the number of calls you can make each month if you only use your phone to make national mobile calls each of 2 minutes or less.
  • Customer service contact details (like a phone number that you can call to seek further assistance).

The CIS may not have all the information you need. For example, there is no requirement for your phone company to include information about coverage guarantees, warranties or international roaming costs.

 

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.