Mobile thinking: How to save money on your phone bill

If you’re with Optus, chances are you have bigger concerns about your mobile plan than how to slice dollars off the next bill.

The telco is under pressure after it revealed that hackers had stolen data, including names, birth dates, passport and Medicare details, from about 10 million past and present Optus customers, putting them at risk of identity theft and fraud.

The fallout from the scandal continues, with the Federal Government temporarily suspending regulations preventing telcos from sharing information with third parties. This is to enable Optus to work with financial institutions and government agencies to detect and prevent potential fraud.

Law firms are also looking at what could be the biggest class action in Australian legal history.

But even if you’re not with Optus, the scandal could be the impetus for you to take a closer look at your mobile plan. Check it to see if you can save some money.

We've pulled together a list of household tips which could take a slice off your current bill. Or better yet, encourage you to find a provider that offers a better deal.

 

 

Benchmark the three areas that matter most in a mobile plan

Compare plans according to cost for a two-minute national call, a megabyte of data download, and a standard text message. Prices can vary greatly but as a benchmark you should be looking at:

• • $2 per two-minute national call (data from different providers)
  • $1 per 1 gigabyte of data download

As for text messages, if you’re still paying for those, you should swap providers. Times have changed and most telcos will include an unlimited amount of standard messages in your plan. If you’re not getting that, ask why.

Compare your last three bills

Review the most recent bills and compare your usage with what’s included in your plan. Where your usage is above or below inclusions, weigh up the pros and cons of switching plans, including pre-paid options. Pre-paid plans are a great way to keep your bills in check. They have come a long way over the past decade.

Alternatively, use a mobile usage calculator – there's no shortage online. It can help you understand your needs and make an informed decision about your wireless service. By inputting your location, frequency of use, and other factors, you can get a realistic estimate of your monthly data usage. This information is helpful when choosing a mobile plan or comparing rates.

Don’t be afraid to end your mobile plan contract early

If you think you’re being overcharged, or your mobile plan really isn’t working for you, it’s worth asking what it will cost you to cancel the contract. An early termination fee (ETF) is usually either a percentage of the remaining contract or the full cost of the contract. Others will just let you pay for the handset.

Compare the ETF with the costs you’re not happy about on your monthly bills. If you determine it’s going to be cheaper to bail earlier than to keep paying those excessive charges, then ditch your plan and find a new one.

If you have a contract with Optus, you want out for entirely different reasons. You might be angry about the data breach, but don’t just ignore the bills in protest. You can tell them it’s over via phone on 133 937, the MyOptus app, live chat on the website, or in person at any Optus store. They may even offer you incentives to stay.

In fact, the same goes for any mobile provider. If you’re ready to pull the pin on your telco, give them the opportunity to make any mistakes up to you, and you could walk away with a much better deal.

Keep a list of coverage issues

If you’re experiencing coverage issues, keep a record of the time, date, location and what happened, for example, your call won't connect or call drop out. Coverage issues are great leverage in any telco dispute, particularly if they are ongoing.

According to the Australian Competition & Consumer Commission (ACCC), you are entitled to cancel any service if there is a problem with it. You may also be eligible for compensation, including damages and loss of enjoyment from the product or service that you purchased. If, however, there’s a minor and short outage, you may not receive a compensation or refund.

Ask for a high bill to be waived as a once-off

Don't take things at face value - high bills can and do get waived if you take the time to explain your situation. Being able to demonstrate a loyal history with the service provider always helps.

 

 

Remember, finding new customers is far more difficult for telcos than keeping current ones.

You can also check out deals offered by your telco provider. You may be able to get discounts for the first few months if you’re renewing your contract.

Raise complaints as early as possible

If you want to complain about a bill or service issue, act promptly, preferably within seven days. Telcos are given 15 working days to resolve non-urgent complaints and two working days for urgent ones. Urgent complaints are listed here.

If your provider can’t meet the given timeframe, they must tell you and give you options if you’re unhappy with their response.

Another trick is to ask that related outstanding payments be suspended until the complaint has been investigated but get the suspension confirmation in writing. Don't forget to continue to make timely payments for subsequent bills if they’re not in dispute. You don’t want any unpaid bills against your credit history.

If you have a complaint with your mobile phone bill, such as charges you aren't aware of or ongoing poor coverage, lodge a complaint with us. We’re here to help you handle it.