Unexpected high bills
It is important to fully understand the terms and conditions and associated costs of telephone and internet plans to avoid unwittingly accruing high bills.
Receiving unexpected high bills, also known as ‘bill shock’, has become more prevalent as people increasingly access the internet through next-generation devices like 3G smart phones and the iPad.
Learning about and monitoring data download usage is the best protection against receiving unexpected high bills. Simple ways to avoid bill shock include:
- Know your data allowance.
- Consider how you use your device—web browsing, social networking, GPS, gaming, music downloads. Be aware of the different download requirements.
- Use the provider’s online usage meter to monitor downloads.
- Factor in the extra charges when limits are exceeded.
- Understand the advertising terms of capped, free and unlimited.
- Consider using of pre-paid plans.
Telecommunications Industry Ombudsman
The 
Telecommunications Industry Ombudsman (TIO) provides a free service to people who have been unable to resolve a complaint directly with their telecommunications service provider or a carrier.
The TIO investigates breaches of the Telecommunications Consumer Protections Code (the Code). The Code is an industry code of practice that has been developed by the industry body, Communications Alliance, and is enforced by the industry regulator, the Australian Communications and Media Authority.
The Code establishes rules about billing and credit management. These rules set the minimum standards for the processes used by service providers, including
- the imposition of penalties for the late payment of accounts
- providing access to current information on unbilled amounts on accounts so customers can better manage spending
- having a financial hardship policy to help manage a customer’s individual circumstances.
Consumers who experience difficulties with their service provider should contact the TIO on 1800 062 058 or via its website at www.tio.com.au
Communications Alliance commenced a review of the Code in May 2010 to establish whether the current content and provisions of the Code:
- are adequate
- successfully provide appropriate consumer safeguards
- encapsulate the national consumer terms of the Trade Practices Amendment (Australian Consumer Law) Act (No.1) 2010.
The ACMA public inquiry—Reconnecting the Customer
The ACMA is conducting a public inquiry into telecommunications industry customer service and complaints-handling practises called Reconnecting the Customer. The inquiry will consider how best to address systemic issues and current complaint handling and customer service shortcomings. The ACMA expects to release an options paper in early 2011 to discuss possible means of addressing any systemic issues that have been identified.
