Mobile phones

Introduction

Choosing a mobile phone handset and plan that suits you can be difficult and confusing.

This guide provides information on your rights, choosing a call plan and handset, data usage, using your phone overseas, protecting your phone, and what to do if you have problems with your phone.

For more advice contact NT Consumer Affairs.


Mobile phones: your rights

You should be aware of the latest consumer advice to protect your rights. 

You have rights when you buy mobile phone handsets and other mobile services.

Mobile phone providers must do all of the following:

  • provide clear and accurate information in their contracts and bills
  • provide good service and deal quickly with complaints
  • provide a repair, replacement, refund, compensation or cancellation depending on the circumstances.

If there is a problem with your handset you may be entitled to a repair, replacement or refund.

If you have a problem with your mobile service you may be entitled to cancel it.


Choosing a call plan and handset

Each provider offers a wide range of contracts and call plans. 

You should contact a few different stores from a range of service providers and ask for the best offer that will suit your needs.

Check coverage in your area

Find out which network provider has coverage in the area you will be using the phone.

You can check coverage maps on provider’s websites. 

Choosing a handset

You can buy your own handset outright or a handset may be included in a plan.

You should decide whether you need a smart phone which can access the internet or just a mobile phone for calls and text messages.

The more features your handset has the more it will cost you.

Think about how you use your phone

To find a plan that best suits your needs and gives you the best value for money, consider how you use your phone.

You should think about all of the following:

  • whether you can commit to a long-term plan - if you can't then prepaid would suit you better
  • if you need a new handset
  • if you can get the coverage you need
  • how much time you spend on calls each month
  • how many text messages you send
  • if you need the internet on your phone - some plans do not include internet access
  • if you will use your phone for email or social networking
  • whether you will use other apps, such as mobile TV.

The store should provide a critical information summary sheet that explains the service they are offering in simple terms.

Types of call plans

You can choose from two types of call plans:

  • prepaid
  • postpaid plans, known as contracts.

Take the time to choose a plan as you may have to pay a fee to change a plan in the middle of a contract.

Postpaid plans (contracts) Prepaid plans
Pay for service after you use it - usually a monthly bill You buy credit for your phone before you use it
You often must sign up to a long-term contract, usually 12 to 24 months You don't need to sign up to a long-term contact
Often higher voice call, data and text allowances Often poorer value voice calls, data and text allowances
Often includes a handset as part of the plan Handsets usually need to be bought separately
Excess charges are incurred if you exceed your plan's allowance No excess charges. When you run out of credit you buy more, called recharging. 
Often you have early exit fees You can opt out at any time. Credit will expire if not used within a certain time frame.

Recharging prepaid

You can recharge in any of the following ways:

  • online at your network provider’s website
  • with a voucher bought at a shop such as a supermarket, petrol station or post office
  • through your phone with your credit or debit card.

Contracts

You will sign an agreement with a network to pay a set monthly fee with agreed costs for extra calls and data used.

Contracts are usually for a fixed term of two years and include the cost of a new phone.

This is called a package deal. However, you can pay for a handset separately and the contract will just be for usage.

Most contracts can be cancelled before the term ends but you will usually need to pay out the balance of the monthly fees remaining, even if your phone is stolen.

Before you sign

Check the contract and critical summary information carefully before you sign.

Make sure it matches what the salesperson has told you.

Critical information summary

Ask for a copy of the critical information summary. It should give you a clear and understandable summary about the service the plan offers.

It should include all of the following:

  • a description of the service
  • how long the contract is for
  • fees for early exit
  • monthly cost of the plan
  • excess charges
  • any exclusions, important conditions or restrictions. 

Don’t sign if you’re not comfortable with the agreement.

You should also do all of the following:

  • check what your rights are if your phone is lost or stolen
  • read the fine print
  • check how long the contract is for
  • take the contract home and don’t rush into signing it
  • keep a copy for reference.

Find out more information about signing contracts.


Data usage and using your mobile overseas

Read below to get advice about managing your data allowance and using your phone overseas.

Managing your data usage 

Your mobile phone plan will have a fixed data allowance for using your phone to connect to the internet, use email, download music and movies, play online games and use video for face-to-face chat.

You only need a small data allowance if you just send email and occasionally use the internet.

If you are going to be downloading video and music or playing games, you will need a larger data allowance.

If you stay within your allowance you won't need to pay extra. 

Once you go over your fixed allowance you will have to pay extra. You will usually be charged per megabyte if you go over.

It's a good idea to track your usage through your provider's webpage or by downloading an independent application.

You can minimise your data usage by doing any of the following:

  • use free wi-fi hotspots or connect to the internet at home
  • turn off apps or other phone features that automatically use up data - for eg: push notifications
  • shut applications when you finish with them to make sure they're not working in the background.

Using your mobile overseas

Most service providers allow you to use your mobile overseas.

This is called international roaming. It is not usually included in any mobile phone plan and will cost you extra to use.

It can be very expensive to use your phone overseas. You will be charged for calls received as well as making calls.

Your phone will not automatically work in every country. You will need to contact your provider to check if it will work in the country you are going to. You will also need to turn international roaming on.

You can minimise the costs of using your mobile overseas by doing all of the following:

  • turn off data roaming and buy a prepaid SIM card designed for overseas travellers that can be topped up as you travel
  • get a mobile phone usage app so you can track how much you're spending
  • use text messages instead of calls to keep in touch with people back home
  • tell friends and family to email rather than call 
  • save calls for emergencies
  • turn off your voicemail services.

Protecting your phone

Most phones have security features which stop other people using it.

For example, you can set a PIN lock which must be entered before anyone can use the phone.

Locking your phone with a PIN will prevent someone else from making expensive calls without you knowing.

You may want to take out insurance, which is available through some contracts.

Make sure you read the terms and conditions.

Selling or giving away your mobile phone

If you decide to sell your mobile phone or give it away, you should protect your personal information.

The information on your phone can be stored in two ways:

  • on your SIM card - a small removable card that stores data such as your identity number, phone number, list of contacts and stored texts
  • on the phone memory.

If you remove your SIM card, your personal information may still be stored on the phone.

You will need to delete the phone memory to be sure the new phone owner can’t access your contacts and other sensitive information. 

Your identity number

Every mobile phone has a unique 15-digit electronic serial number known as an International Mobile Equipment Identity (IMEI) number.

Dial *#06#to find out your IMEI. You should write it down and keep it in a safe place.

Lost or stolen phones

If your phone is stolen you should tell your network provider and the police as soon as possible.

If you have your IMEI number they will be able to block your handset so a thief can’t use it, even if they change the SIM card.


Problems with your phone

If you have a problem with your phone, you should contact either the retailer where you bought it or the company that provides your network connection, depending on the problem.

Make sure you have any contracts or receipts when you contact them.

If you bought your handset and call plan with a network provider they will be able to help with handset or connection problems.

If you bought a package from a shop, they will be able to help with handset problems. Your network provider will be able to help with connection problems.

When you are unable to resolve the problem

If you are unable to resolve the problem you should ask to speak to a manager or supervisor.

If you are still unable to resolve the problem contact either:

  • the Telecommunication Industry Ombudsman for network problems - call 1800 062 0587 or go to www.tio.com.au
  • or NT Consumer Affairs for handset problems.

For more advice contact NT Consumer Affairs.