The number of consumers who experience unexpectedly high mobile phone bills has fallen, according to new research released by the Australian Communications and Media Authority. Twenty seven per cent of post-paid mobile phone bill payers received a higher than expected bill in the last 12 months, compared with 33 per cent in 2013. The average over-run amount (higher bill compared with normal bill) has fallen by 21 per cent. There has also been a fall in those receiving very high bills (considered to be at least double the normal amount).
From September 2013, after the introduction of the new Telecommunications Consumer Protection Code (TCP Code), providers were required to phase in spend management alerts relating to data, voice and SMS (within ‘Included Value’ plans) at 50 per cent, 85 per cent and 100 per cent of included usage. In response to this, Telstra rolled out real-time mobile data usage alerts for its postpaid customers in November last year.
The research found that consumers are using a range of spend management tools that are now available, with SMS alerts being the most commonly used (67 per cent). Of those who received an SMS alert, 92 per cent found these useful.
ACMA Chairman, Chris Chapman
It is pleasing to see that spend management alerts are improving the consumer experience.