The Draft International Mobile Roaming Industry Standard, which requires telecommunications providers to send customers an SMS with global roaming costs soon after they land in another country, is not meeting the basic needs of consumers. The purpose of this Standard is to give consumers using roaming services information about costs when they need it most – when they are overseas. ACCAN has suggested several changes so that all consumers will receive this essential information.

Summary: Consumers need timely, accurate information about roaming costs to make informed decisions about when and how they use their phone, tablet or mobile broadband product while overseas. In this submission ACCAN provides comment on how the Standard can be strengthened so that it both reduces the risk of consumers unknowingly incurring excessive roaming bills while travelling and increases consumer confidence in roaming products.

Update: In April 2013 the ACMA released another draft of the Standard that fails to meet the needs of consumers. ACCAN has raised several serious concerns about the draft, including that under the current draft Standard, a large section of the market will not be receiving essential cost information in a reasonable time. The Standard requires that Mobile Network Operators (MNOs: Telstra, Optus and Vodafone) send an SMS to customers outlining the maximum charge information for roaming services in the country they are in by 23 August 2013. However, Mobile Virtual Network Operators (MVNOs: providers who resell Telstra, Optus or Vodafone services) will not be required to SMS cost information to roaming consumers until 23 May 2016.

Submitted to: Australian Communications and Media Authority

Status: Submitted

Download: ACCAN comments on the Draft IMR Standard January 2013 [Adobe Acrobat PDF - 322.53 KB]

Download: ACCAN comments on the Draft IMR Standard January 2013 [Word 2007 Document - 89.57 KB]

Download: ACCAN comments on the Draft IMR Standard April 2013338.05 KB

Download: ACCAN comments on the Draft IMR Standard April 201396.21 KB