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The Australian Communications and Media Authority (ACMA) has developed various Fact Sheets that have been summarised below that may assist you in making decisions about mobile telephones.
There is no amount of times a mobile telephone has to be repaired before it is replaced. Whenever you purchase goods you automatically receive rights called consumer guarantees. These guarantees include that the mobile telephone will:
be of acceptable quality;
be fit for the purpose you made known to the supplier; and,
match its description and display model.
When you have a problem with a mobile telephone and one of the guarantees has not been met you are entitled to a remedy. The type of remedy depends on the circumstances but may include a repair, replacement or refund.
When there is a minor failure to comply with a consumer guarantee the fault can normally be fixed or resolved in a reasonable amount of time. When there is a major failure with the goods you can reject the goods and get a refund, reject the goods and get a replacement or keep the goods and get compensation for the decreased value of the goods.
A contract plan involves you signing a contract where you pay a monthly fee for a set amount of calls per month. Some contracts also include the price of the handset. Contract plans do not limit the amount you spend. When you have used the set amount of calls you will be charged for further calls you make. When entering into a contract plan there are some questions you should ask:
How much will the contact cost overall?
How long is the contract period?
What will happen if I want to change the plan?
Are there any fees or charges for cancelling the contract early?
A prepaid plan involves purchasing credit for network access. Consumers can arrange with a service provider for their prepaid credit to be configured with their usage patterns. Prepaid plans make it easier to track and monitor mobile telephone usage, however once the credit expires you can no longer make calls and must purchase more credit.
If you have a problem and are unable to resolve it with the service provider or retailer you may contact the Telecommunications Industry Ombudsman (TIO). To lodge a complaint with the TIO you will need to provide details of:
the complaint;
the steps you have taken to resolve the problem with the service provider or retailer; and,
how you would like the service provider or retailer to rectify your problem.
Some things to consider when purchasing a mobile telephone are:
Do you need a new mobile telephone?
Do you need coverage in the city or country?
How many calls will you make per day and how long will they last?
What time of the day will you make most of your calls?
Will you use the mobile telephone in the car?
Will you use a hearing aid with the mobile telephone?
Do you want to be able to connect to the internet or a laptop with your mobile telephone?
Do you want to use your mobile telephone while travelling overseas?
Do you want a paging service, voice message service or SMS with the mobile telephone?
If you answer these questions first you will be prepared to tell the service provider what services you require.
When you purchase a mobile telephone service from a service provider you will be offered various rate plans to choose from. These rate plans determine how much you will pay for each call. As a general rule, the lower the rate plan fee you pay each month, the amount of each call will attract a higher charge. You may be able to change your rate plan later, but you should find out whether this is possible from the service provider. Some service providers also offer mobile telephone services without charging a rate plan fee and only charge fees for the calls you make and the time each call lasts.
A flagfall is an amount charged for initiating a call, on top of the charge for the call time. For example, you may only speak for 12 seconds but will be charged for the 12 seconds and the flagfall. You should ask your mobile telephone service provider whether they charge a flagfall per call.
Some mobile telephone service providers charge calls in blocks of 30 seconds. This means that if you make a call of 20 seconds you will be charged for 30 seconds. Other providers charge for calls by the second. Some providers will give you the option of whether you are charged in blocks or by the second. You should ask your mobile telephone service provider which way they charge or if you have an option for either.
Handsets vary in size and feature. You should purchase a handset that is best for you, rather than the one that looks the best. You should consider how much you are likely to use the mobile telephone and what features you need. If you are only going to use the mobile telephone occasionally, a basic handset may be all you need.
There are several things you can do to your mobile telephone to make it more secure such as:
enable the PIN security feature on both the SIM and the mobile telephone to make it more difficult for someone to use it without your permission;
keep the handset secure at all times to minimise the chance of theft or damage; and,
record the International Mobile Electronic Identity (IMEI) number or electronic serial number of you mobile telephone which you can report to your service provider if your mobile telephone is lost or stolen.
Signing a mobile telephone service contract can be an expensive decision. Safeguards are in place to protect you while using telecommunications products or services.
The Telecommunications Act 1997 (Cwlth) Trade Practices Act 1974 (Cwlth)
The Communications Alliance Ltd has produced several codes of practice for industry to follow on consumer issues including codes of practice on billing, price terms and conditions, complaint handling, mobile telephone number portability and credit management.
The Telecommunications Industry Ombudsman (TIO) is also available once all avenues for dispute resolution with your mobile telephone service provider have been explored. The TIO was established to provide independent, just, informal and speedy resolution of telephone related complaints and disputes.
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