Saving money on phone bills

Before buying a new mobile phone, take a moment to think about why you need it. This will help you choose the best plan for you so you do not end up spending more than you would like – especially if you want features such as:

• satelite access
• a high-end camera
• largest screen size
• longer battery life.

High-end features will end up costing you more. 

Shop around for the right plan for you

Look at the different plans that can include prepaid, capped, and monthly. Call costs for the different plans and deals can vary.

Work out how you would use your phone considering:

• how many calls you make
• how often you text
• do you use a lot of data with downloads.

You can also receive extra charges to your plan or cap if you use:

• voicemail
• call forwarding
• premium SMS
• internet browsing
• international roaming.

Finding the right plan for you is important because you can be penalised for changing plans before the end of the contract and some contracts can last up to 3 years.

Do not go over your data allowance

Monitor your data allowance to avoid big bills.

Some phones monitor your data usage automatically in the settings, but you may need to reset these at the start of billing periods.

To monitor your data usage, you can:

• call or SMS your service provider to regularly check on your data usage, or
• log into your online account.

Check with your service provider because these services may cost extra.

Using prepaid calling cards to save money

Prepaid calling cards can save you money on international phone calls. Be sure to check for the following issues.

• The terms and conditions applied to the card as there may be hidden costs.
• 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 do not 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 the card covers the countries the call and the rates can vary. For example, the rate could be great for Vietnam but expensive for France.
• The expiry date. You may need to use the card within 4 weeks of purchase.
• Any connection or disconnection fees.

If you have problems paying your bill

Get help from your service provider or retailer

Contact your service provider if you have:

• not received your bill
• problems with paying your bill.

You can contact your service provider to negotiate a new payment plan.

When talking to your service provider or retailer, keep records of your conversation, including:

• the name of the person you spoke to
• the date and time of the call
• what you talked about.

You can read our tips to help you deal with non-urgent matters.

To get a free copy of your credit file call Veda Advantage visit My Credit File.

Get help from the Telecommunications Industry Ombudsman

The Telecommunications Industry Ombudsman (TIO) can help you with:

• problems with your landline, mobile or internet service
• excessive bills
• connection delays
• faulty or damaged telecommunications equipment
• issues regarding pre-paid calling cards
• disputes with your network service provider (internet or phone).

How not to lose money to SMS scams

Do not respond to an SMS from unknown numbers urging you to:

• enter a competition, or
• answer a quiz to win a prize.

By responding you could sign up to a premium service you did not want. Some of these premium services charge a call rate of around $6 per minute or more. It may be hard to unsubscribe without further costs and you might need to change your phone number.

Making a complaint 

When making a complaint, you should include:

• details of the issues you are experiencing
• copies of any correspondence that shows how you have tried to resolve the matter.

How Fair Trading will handle your complaint

Your complaint will be reviewed to determine the most appropriate resolution. This may include:

• providing you with information to help resolve your complaint
• recording the complaint issues to assist in future compliance programs, or
• contacting the other party to try and resolve the dispute.

You can lodge a complaint: 

Online

If you cannot resolve your matter, submit your complaint by using our form.

Make a complaint

By mail

Post your complaint form and documentation to: 

NSW Fair Trading

PO Box 972 

Parramatta NSW 2124 

Ask a question 

If you are unable to find the information you need, you can call us between 8:30am to 5pm on Monday to Friday. You can also use our form to make an enquiry. 

Make an enquiry