Consumer information and advice

This page provides you with advice on how to shop around for a fixed telephone service.

Since the introduction of competition to the telecommunications market, consumers have a greater choice of suppliers of telecommunications services. Telecommunications service providers offer a broad range of new and innovative telecommunications services and products.

The competitive environment for telephone companies also allows consumers to select services that best suit their needs and usage habits. It is important to keep in mind what you need and how you use the telephone when choosing a fixed telephone service for your household or business.

The information on this page draws on a comprehensive toolkit for users of fixed telephone services that has been developed by the telecommunications industry regulator, the Australian Communications and Media Authority (ACMA). The toolkit allows users to create a personal summary of their telecommunications needs so they can better understand the available products, services and information. The toolkit is available from the ACMA website. Alternatively the links below will take you to selected information about your needs.

Consumer features-fixed telephone services

Your telephone service

The A-Tick
Technical and safety standards for telephone equipment.

Cabling in your home or office
The installation of new phone sockets at your home or business.

Changing telephone companies
Consumers have a range of choice when selecting a telephone company.

Contracts
The terms and conditions of a fixed telephone service. contract should be fair.

Customer service guarantee
Safeguards for connecting or repairing the telephone.

Handling complaints
The Complaints Handling Code means better complaint handling processes.

Interim and alternative services
Responding to delays in connecting or repairing the telephone.

Location portability
Keeping your phone number if you move house.

Local number portability
Changing telephone companies and keeping the same telephone number.

Numbers
Different phone numbers can have different meanings.

Pre-selection
Getting telephone services from more than one telephone company.

Standard forms of agreement
The terms and conditions for your phone service.

Telephones and power failure
Telephone service availability during blackout.

Unauthorised change of phone company
Consent must be given by a consumer to change telephone company.

Universal service obligation
Your rights to a fixed telephone phone service.

Retail price controls
Telstra prices are capped through Government legislation.

False and misleading advertising
This conduct is an offence and assistance can be sought from various sources.

A range of issues affect consumers of fixed telephone services-some topics are discussed below.

Your telephone needs

Added phone features
Can I get message bank and call waiting on my service?

Calling number display
Screening incoming calls by using of a display unit.

Consumer safeguards
What codes of practice apply to phone companies?

Emergency call services
Who do I call in an emergency?

Handsets
How do I get a new handset?

Internet services
Can I get Internet services from my phone company?

Life threatening and unwelcome calls
What should I do about unwelcome phone calls?

People with a disability and people with special needs
What special arrangements are in place for these consumers?

Priority services
What arrangements are in place for these consumers?

Privacy
How is my personal information protected by my telephone company?

Second lines
Do I need a second line?

Telephone directory listing
What should be listed?

Your telephone bill

Billing
I have concerns about my phone bill?

Call barring
Preventing unauthorised calls to expensive services.

Calls to mobile phones
How are calls to mobile phones charged?

Charges for calls to 13/1300 and 1800 numbers
How are calls to 13/1300 and 1800 numbers charged?

Credit management
What standards must be followed when taking credit management action?

International call rates
How are calls to overseas destinations charged?

Long distance call rates
How are calls to Australian destinations charged?

Premium rate 190x numbers
How are calls to premium rate services charged?

Rebates for low income earner
Can I get a concession on my bill because of my financial circumstances?

Telephone sex services
What are the laws concerning these services?

Telecommunications Industry Ombudsman
The telecommunications industry ombudsman is a free and independent alternative dispute resolution service for small business and residential consumers who have a complaint about their telephone or Internet service.

• Document ID: 3960 |
• Last modified: 6 February 2008, 12:28pm