All consumer resources

We produce a broad range of tip sheets that provide simple tips and tricks to help with a range of common telecommunications issues. This page contains all our tip sheets by popularity and an alphabetical list can be found here. Visit our Talking Telco page for all our latest Tip Sheets.

You can also search all our consumer resources for help on issues affecting you.

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Download: How to use less data on your smartphone60.5 KB

Download: How to use less data on your smartphone124.99 KB

Smartphones can chew through your data allowance without you realising it. This can be because data-hungry apps are left open or simply due to default settings on your phone.

It can be very expensive if you go over your monthly data allowance. Our blog post on excess mobile data charges outlines what some of the telcos charge for going over your mobile data allowance.

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Cover illustration: Concerned man looks at phone as hooded scammer steals money in the form of gift cards.

Many companies offer gift cards as a convenient way for customers to purchase apps, books, movies, and video games from app stores. But as convenient as gift cards are for consumers, they are just as attractive to scammers who present them as legitimate payment methods in sophisticated scam scenarios.

Don’t be misled by these scams. Gift cards can only be used at the company they were issued for, not as payments for other goods, services, bills, or fines. If anyone ever asks you to pay them for anything in gift cards, it’s a scam. You should never be asked to share your gift card codes with anyone.

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Download: Introduction to Social Media62 KB

Download: Introduction to Social Media326.36 KB

What is social media?

Social networking on social media websites involves the use of the internet to connect users with their friends, family and acquaintances. Social media websites are not necessarily about meeting new people online, although this does happen. Instead, they are primarily about connecting with friends, family and acquaintances you already have. The most well-known social media platforms are Facebook, Twitter, Instagram and LinkedIn. These websites allow you to share photos, videos and information, organise events, chat, and play online games.

What are your rights?

Network outage? No service? Call failure?

If you have been disadvantaged or lost money due to a phone or internet outage, you might be able to claim compensation.
Compensation should make up for your loss.
For example, if your internet is out for one week you could ask for your money back for that week. You may be able to claim for costs incurred, like getting your internet fixed or using extra mobile data.
Read more: Telecommunications compensation
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Download: doc Hidden costs in free apps 57.5 KB

Download: pdf Hidden costs in free apps 334.2 KB

While some games or apps cost nothing to download on our smartphones or tablets, they often contain extra elements you can purchase within the game, known as “in-app purchases.” It is easy to make in-app purchases with many parents reporting that their children are buying things within games, not realising that they cost their parents real money through their iTunes, Google Play or Amazon account.

What is credit reporting?

Credit reporting is used by organisations to help decide whether or not they are willing to lend money to a particular person. Credit providers and credit reporting agencies are the main organisations involved in credit reporting. Credit providers are businesses such as banks, car loan companies and telecommunications service providers that lend money or provide credit to their customers.

Credit providers send information about your debts to private companies called credit reporting agencies (CRAs). There are three main CRAs in Australia:

Veda: www.veda.com.au
Dun and Bradstreet: dnb.com.au
Experian: www.experian.com.au

What are captions?

Captions provide the dialogue and important background sounds in onscreen text for television viewers who are Deaf, hard of hearing or people watching television in noisy places, like the gym. Captions are displayed in text, usually at the bottom of the screen.

When are captions supposed to be provided on television?

All Australian free-to-air broadcasters must provide closed captions on programs shown between 6:00am and midnight on their primary channel (for example: Nine, Seven, Ten, ABC1 and SBS1). News and current affairs programs must have captions at all times.

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Download: Business Continuity Plan61 KB

Download: Business Continuity Plan310.03 KB

What is a 'Business Continuity Plan' (BCP)?

It is a fact of life that emergencies will happen, and computer and communications systems will fail. To minimise the problems for your business it is advisable to have a business continuity plan which:

Outlines what you have done in advance to prevent interruptions to vital services
Lists the steps you and staff will take during an interruption to continue operations
Lists the steps you will take to fully restore services after an interruption
Sets up a Post Incident Review (PIR) after an interruption has occurred

Sample BCPs are available on the internet where you will also find sites that have extensive instructions on their construction and implementation.

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Fixed Voice Continuity Plan.pdf409.05 KB

Fixed Voice Continuity Plan.doc71.5 KB

Your business landline (fixed voice service) can be a critical business asset. If your fixed voice service failed, would your business continue to operate effectively?

Back-up (or failover) solutions for fixed voice services vary considerably depending on the size of your organisation and the purposes for which you use these services. Most small businesses are highly dependent on their fixed voice services so a continuity plan is important.

To minimise risk to your business from failure of your fixed voice services you should:

Perform a 'risk assessment' for your business's use of telecommunications
Obtain the most reliable fixed voice service that you can afford – to match the level of risk.
Write an action plan for what you would do in the event of a disruption to this service (outage)

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Download: Broadband Continuity Plan74 KB

Download: Broadband Continuity Plan252.67 KB

Your broadband service can be a critical business asset. If your broadband service failed, could your business continue to operate effectively?

To minimise the risk you are advised to:

a) Perform a risk assessment for your business use of broadband

b) Obtain the most resilient broadband service that you can afford – to match the level of risk.

c) Write an action plan of what you would do if you broadband failed (outage)

What is a privacy complaint?

Australian consumers have the right to make complaints about privacy issues. Privacy issues in the communications sector are becoming more common as we share more information online than ever before. These add to existing privacy issues relating to communications such as spam (unwanted emails from companies and organisations), telemarketing calls and the misuse of silent telephone numbers and personal information.

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The three biggest telcos have spend and usage tools to help you know how much of the different types of services you are using.

Telstra

Tools to monitor calls and data usage are available on the Telstra website by selecting 'My Account' from the Telstra home page. There is also an app available for use on portable devices.

Vodafone

My Vodafone service.

Optus

Optus provides several options for customers to track their usage and keep their costs down, such as Optus My Account (online usage meter), My Optus App (via mobile handsets), SMS and email alerts, and prepaid mobile customers can check their usage by calling/texting 1509 from their Optus handset (freecall).

There are several pages on the Optus website that provide advice on this such as:

How can I control the amount I spend? ; and

Optus customer control tools

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Some providers have special deals available for people in special circumstances. Here are the ones we've heard of.

Telstra

InContact

InContact is a free limited service that offers incoming calls but restricts outgoing calls. Telstra customer service, service difficulties and fault numbers can be called.

PhoneAway Card

Telstra's prepaid calling card allows guests to make calls on a pre-paid basis, with the flexibility of being able to use the card from almost anywhere.

Sponsored Access Program

This aims to provide a phone service for people who seek shelter within emergency accommodation (one service only per property).

Telstra Bill Assistance Program

The program is designed to assist specific householders in maintaining access to a telephone service when difficulties arise.

CentrePay

CentrePay is a direct deduction facility offered by Centrelink to customers, who may choose to pay some household bills and other essential services.

Home Phone Budget

Home Phone Budget offers has a line rental plan that provides a relatively lower line rental price than standard services with higher call prices. It is designed for Telstra residential customers with just one fixed line service who make very few calls.

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Choosing An Internet Plan cover image

The National Broadband Network (NBN) is Australia’s wholesale internet provider. This means that when you sign up for an NBN plan, you will need to order the service through a telco (e.g. Telstra, Optus, Vodafone etc.).

What is the telco Universal Service Obligation (USO)?

It means that you have the right to a standard fixed landline phone service provided by Telstra, regardless of where you live or work.

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Connecting and Troubleshooting Your NBN Home Internet cover image

Once you have chosen an NBN home internet plan, your telco will organise to have your home connected to the NBN.

Getting connected may differ depending on your home and the area you live in.

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Making a Complaint cover image

If you are unhappy with the service you are receiving from your telco, you can make a complaint.

How to make a complaint

Your telco will have information on their website on how to make a complaint. The steps below can help make it easier:

Clearly state at the beginning that you are making a complaint and explain what it’s about.
Save any emails and keep details of phone conversations (date, time and person you spoke with). If you use live chat on your telco’s website, make sure you save a copy of the conversation. You can do this by taking a screenshot on your computer, phone, or tablet. You can also take a photo of the conversation, or print it out.

Prepaid or postpaid?

There are a wide range of pre and postpaid plans available on the market. The main benefit of using postpaid is that you can buy a new phone with these plans, while prepaid plans may be better if you want to avoid unexpected extra charges and already have a mobile phone.

Data and internet use

Track your usage

To avoid excess usage charges or running out of data, it’s important to know how much data is included with your phone plan. Once you know your data allowance, you can set a usage limit on your mobile phone. This can be done in your phone’s settings.

Domain Registration Lapsed – What’s Next?

To keep your domain name registered and working, you need to renew it.

Your registration may be valid for 1 – 5 years or even longer depending on the licence you purchase. When it’s time to renew your domain, your registrar should give you 90 days’ notice.

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Small Business Making a Complaint cover image

If you are unhappy with the service you are receiving from your telco, you can make a complaint.

Telcos have to follow rules about when small businesses can be disconnected, help they must provide if you can’t pay a bill, and more. If your small business spends less than $40,000 per year with one telco for your internet, landline and mobile phone services, you’re protected by these rules.

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