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Some phone numbers and text services cost you more than you expect. Always check what numbers are included, and which ones you pay extra for.
- Premium SMS (e.g. a ringtone or weekly horoscope)
- Expensive numbers (e.g. directory services from your mobile or 1900 lines)
- Purchases from inside Apps
- Credit Transfers between friends
- Data usage (using the internet)
- "Free" Apps that have lots of advertising
More information on these services can be found on the LawStuff website.
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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.
Read more: What spend and usage tools are available?
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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 is a free limited service that offers incoming calls but restricts outgoing calls. Telstra customer service, service difficulties and fault numbers can be called.
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.
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 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 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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If you're finding it hard to pay your phone or internet bill, you are not the only one. Lots of people face unexpected circumstances at different times in their lives – like losing a job, having a relationship breakdown, becoming sick or even after bushfires, floods and cyclones.
The contact details of Optus, Vodafone and Telstra can be found on the Get Help page.
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If you're having difficulty paying lots of bills at once, you can call a financial counsellor. Financial counsellors help you work through the issues and identify options. Their services are free and confidential. They can help you figure out what to do – how to organise your money, how to pay your bills, how to get the support you need. Even if you feel you are coping, a fresh set of eyes may help you sort things out more quickly, or identify other forms of assistance you weren't aware of.
You can phone a financial counsellor from anywhere in Australia by calling 1800 007 007 (minimum opening hours are 9.30 am – 4.30 pm Monday to Friday). This number will automatically switch through to the service in the State or Territory you are calling from.
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Financial hardship happens when you are unable to meet repayment obligations for a service that you're using. Basically, you're finding it hard to pay one or more of your bills.
When people sign up to a plan or service, they're usually confident they'll be able to pay the bill. Unfortunately later, due to an unexpected event or circumstance, they are unable to pay anymore. In other cases, there are those that are unable to afford the bill from the beginning. These situations are all covered by the term 'financial hardship'.
If you find yourself unable to pay you will need to tell your telephone, mobile or internet provider you are experiencing "financial hardship". The company's customer service representative can then offer you the help you need.
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Financial Counselling Australia – get in touch with a Financial Counsellor.
Debt self help tools – try this handy tool kit.
Emergency information – The ABC is Australia's official emergency broadcaster and has links to survival planning and other prevention strategies.
Telecommunications Industry Ombudsman (TIO) – The TIO is a fast, free and fair service that helps resolve telephone and internet complaints.
Financial Rights Legal Centre – some fantastic information to help you find the best help when in debt and how to avoid dodgy credit solutions.
National Children's and Youth Law Centre – a free legal service for people under the age of 25.
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This research report examined the implications of digital technology, particularly mobile apps, for the management of cultural knowledge. A group of young Aboriginal Australians participated in this project which mapped how they used apps to explore cultural knowledge.
The report is available through the ACCAN Grants Scheme webpage.
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University of Sydney researcher, Dr Justine Humphry, surveyed and interviewed a number of Australians experiencing homelessness as well as employees of homelessness service providers. This resulted in a comprehensive report into the internet and mobile phone usage habits and experiences of this group of Australians.
The full report, including further information, can be found on the ACCAN Grants Scheme webpage.
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Financial Counselling Australia (FCA) compiled a report outlining how the telecommunications industry's financial hardship policies and practices compare with those of the banking, energy and water industries. Through FCA's first-hand experiences of working with clients experiencing, or at risk of, financial hardship, as well as through discussions with consumer advocates, staff from industry hardship teams, government representatives and staff from external dispute resolution (EDR) schemes, a set of best practice recommendations was compiled.
The final report, with the recommendations, can be found on the ACCAN Grants Scheme webpage.
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An interdisciplinary team of researchers at the University of Melbourne investigated the fate of online accounts, financial assets and personal profiles when a user passes away. The team investigated licencing policies, terms of use agreements and copyright law, and interviewed a range of people, including funeral directors, religious workers, internet content and service providers, as well as estate planning lawyers. This work has been updated in 2017 and is now in a second edition.
The report, as well as further information, can be accessed via the ACCAN Grants Scheme webpage.
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The National Children's and Youth Law Centre investigated the consumer, legal and financial issues faced by young Australians when they use mobile phones. This investigation led to a report outlining some of these common issues as well as to a set of resources for young Australians to better understand and navigate the mobile phone marketplace.
Funded under the ACCAN Grants Scheme, the final report as well as additional information, can be found on the Scheme's webpage.