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consumers
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Telecommunications 

Buying a mobile phone 

Before you buy a mobile phone think about why you need one. This will help you choose a handset and a call plan that best suits you. Shop around, compare prices and services offered by the different network providers, before making a decision. For more information go to  Mobile phones.

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Internet Service Provider (ISP) 

If you are unable to resolve a dispute with your ISP contact the Telecommunications Industry Ombudsman (TIO). The TIO resolves complaints and disputes for small business and residential consumers about their telephone and internet services.

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Excessive bills 

If you have a problem with your bill, contact your service provider first. If you still cannot resolve the issue, contact the TIO.

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Connection delays 

In the first instance, you should contact your service provider. If your complaint is not resolved, contact the TIO for assistance.

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Pre-paid calling cards 

The right pre-paid calling card can save you money on international phone calls so do your homework first and find a card that suits you and your pocket. If you buy the wrong card for your needs or one that has hidden costs, you may simply waste your money. Be sure to check:

  • the terms and conditions that apply to the card as their may be hidden costs
  • for any daily charge that diminishes your credit – you may need to use the card in a few days to get value for money or face having a worthless card if you don't end up using it straight away
  • the units by which the card charges – if the minimum block is 3 minutes and you talk for 3 minutes and 5 seconds you could pay for a 6 minute call
  • if it covers the countries you call and the rates for them e.g., the rate could be great value for Vietnam but expensive for France
  • for an expiry date – you may need to use the card within 4 weeks of purchase
  • for any connection or disconnections fees.

If you have a problem with the card, call the provider’s customer service line and try and sort it out with them first. If you are not satisfied with their solution, call the TIO.

For more information on pre-paid calling cards visit the Australian Communications Consumer Action Network (ACCAN) website.

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190 numbers 

To inquire or lodge a complaint about the message content or advertising of any 190 service, contact the Telephone Information Services Standards Council (TISSC) on 9211 4377 or
1300 139 955 or visit their website at www.tissc.com.au  

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If things go wrong 

If you have an issue with a telecommunications provider you should contact the provider first and try to resolve the matter.

If you are unsuccessful contact the TIO who can assist with complaints concerning the following:

  • Telephone accounts (land lines).
  • Mobile phone accounts.
  • Service difficulties.
  • White pages entries.
  • Privacy issues, for example – nuisance calls.
  • Internet access and billing by service providers.
  • Land access by telecommunication carriers.
  • Mobile premium services.

Telecommunications Industry Ombudsman (TIO)
Tel: 1800 062 058 (free call)
www.tio.com.au

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