Aussie telcos gouge customers on 1800 calls

Aussie telcos gouge customers on 1800 calls

Vodafone, TPG and Dodo miss deadline for free calls to 1800 numbers


Vodafone, TPG and Dodo are among a list of telcos who have not lived up to their commitments to make all calls to 1800 numbers free from mobile phones.

The Australian Communications Consumer Action Network (ACCAN) is "disappointed" to learn that 12 Australian telcos have yet meet the January 1 deadline.

The deadline for delivery was proposed by the telco industry to implement this change, with the blessing of the ACMA.

Previously ACCAN noted that consumers would hold the industry to its commitments in regard to 1800 numbers.

ACCAN chief executive, Teresa Corbin, said, "six weeks past the delivery date the number of telcos that have yet to implement this change is disappointing,” she said.

“It’s unfair for some consumers who are still paying for mobile calls to 1800 numbers which are used by essential services like Centrelink, financial counsellors, and drug, alcohol and mental health services."

She said organisations were keen to let their clients know they can call their 1800 contact numbers for free.

“Recent statistics show that consumers are increasingly reliant on mobile phones for communicating," he said.

"Many businesses and organisations use 1800 numbers because they are free to call for their customers.

"Now that mobiles are the dominant form of communication we’re just asking that these free calls be extended to mobile.”

Financial Counselling Australia executive director, Fiona Guthrie, said the cost of calling a 1800 number from a mobile phone was really prohibitive for many low income consumers.

“Waiting on the phone to talk to Centrelink for example quickly chews through a person’s credit," she said.

"It is of huge concern to us if people are unable to contact service providers and miss out on vital information or assistance.”

On a more positive note, seven telcos have confirmed to ACCAN that they have made calls to 1800 numbers free for their mobile phone customers, including the big two - Telstra and Optus. The other telcos are: amaysim, Virgin, iiNet, Spintel and Boost Mobile.

Corbin said it was good news that these telcos had made the switch so that 1800 calls are finally free for their mobile customers.

"ACCAN has been working with industry to achieve this outcome since 2010 and we’re urging all mobile telcos to follow the lead by making 1800 number calls free for all Australian mobile consumers in the near future.

The telcos listed who have failed to make 1800 number calls free of charge on all mobile plans include Vodafone, TPG, Dodo, Vaya, Yatango, Cmobile, Live Connected, Bendigo Bank Telco, Hello Mobile, GoTalk, Lebara Mobile and AldiMobile.

Consumers should check the call rate for 1800 numbers on their individual plans and if they remain costly look for alternative means of contacting businesses and organisations that use 1800 numbers. Some of these organisations can instead be contacted through websites, social media and apps.

The telcos that haven’t implemented free calls to 1800 numbers from all mobile phone plans are accurate as of February 13, 2015.

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Tags VodafoneTelstraoptusdodoTPGgotalkTeresa CorbinHello MobileYatangoVayaLive ConnectedACCAN chief executiveFinancial Counselling Australia executive directorCmobileJeenee MobileBendigo Bank TelcoFiona GuthrieLebara Mobile and AldiMobile


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