How to avoid unexpected high charges from Premium Services
We don't want you to get a huge shock from Premium Services charges, so we wanted to explain to you what a Premium Service is. Premium Services may be a reason why some call charges are higher than others.
So, what is a Premium Service?
Premium Services are content or live advice services which can be accessed by making a phone call, by TXTing or via data GPRS/WAP services. They include chat services, voting on TV shows, information updates, entering competitions and buying ringtones and wallpapers.
Premium Services may start with their own prefix such as "19" or "190". Don't forget that international calls also cost more than standard calls.
Services such as Vodafone live! also offer access to premium content. Examples of such services include news updates, sports or weather reports, ringtones, Mobile TV, Music Store, Games, Pics and Clips or wallpapers.
How can you be charged for Premium Services?
There are a range of ways in which you can be charged for Premium Services, these include -
Flat Rate - this is where you are charged a fixed amount for each TXT or call. For example, you could be charged $5.00 for a ringtone or, if you use a TXT chat service, you could be charged $1.20 for each TXT you send. This can happen when you send a TXT to purchase content and/or reversed billed by the supplier prior to delivery.
Timed Rate - This is where your calls or data services are timed at a rate per minute.
With some calls you won't just pay for the length of the call, you will also be charged a connection fee, called a flagfall. For example, a live chat service may charge you $5.00 a minute, plus flagfall.
When you have purchased a Premium Service, you may also be charged according to the amount of data relevant to the piece of content you download from or via the network.
When you see an ad for a Premium Service always check the costs and understand how charges will apply before making that call or sending that TXT. Also, check if you are entering into a subscription based contract with the supplier (e.g. subscription services incurring periodic charges). The costs for Premium Services must be listed with the number so make sure you check the price first.
The responsibility for your mobile, and the cost of any calls made from your mobile, usually rests with you. This includes Premium Services used by family and friends, even when made without your knowledge. If your phone is lost or stolen you must let Vodafone know straight away, you don't want somebody else racking up your phone bill. Call us on 1800 638 638 and we will protect your account.
There are a number of specific rules that relate to the provision of Premium Services aimed at ensuring that customers are fully informed about the price and content of the services. If these rules have been broken, you may not have to pay for the service. Naturally you aren't liable for charges resulting from a fault or billing error.
How to protect yourself from an unexpected bill
One way to stop yourself from getting an unexpected huge bill is to get a prepaid account.
With a prepay account you are less likely to get yourself into trouble, because you know what you are spending every month.
Tips for managing your Premium Services spend
To manage your Premium Services spend and avoid unexpected high charges, Vodafone recommends the following tips:
Failure to be able to pay a phone bill could result in the restriction of your telephone service and could reduce your ability to obtain credit in the future.
With Vodafone you can watch your bill and manage your spend.
Barring options
If you would feel more secure, you can always bar your phone.
You can block access from premium "190x" and "0011" voice calls, and GPRS services.
Check your handset instructions or call Customer Care to find out about security locks and PIN access.
Concerned about your use of Premium Services?
To discuss any concerns you have about Premium Services and/or the costs you have incurred, please contact us at:
Vodafone Customer Care:
1555 (free call from your Vodafone mobile within Australia, excluding $29 Cap Contract, $20 and $30 Contract and Month to Month Plans); or
Phone: 1300 650 410.
Freecall: 1800 062 058
Freefax: 1800 630 614
TTY: 1800 675 692
Contact Us by Email
If we are unable to resolve this matter you can contact the Telecommunications Industry Ombudsman (TIO). The TIO is an office of last resort for complaints about the telephone and internet services. Email: tio@tio.com.au
Translator and Interpreter Service: 131 450
If you have a complaint about the content of a 190x premium voice service you can contact the Telephone Information Services Standards Council (TISSC). TISSC investigates complaints about message content and advertising of 190x Premium Voice Services.
Phone: 1300 139 955
Fax: (02) 9211 4447
Email: tissc@tissc.com.au
You can also contact the Australian Communications and Media Authority (ACMA) for information on telecommunications issues. The ACMA is a Commonwealth government agency responsible for regulating the telecommunications industry.
For calls from Melbourne: (03) 9963 6988
For calls outside Melbourne phone: 1300 850 115
Fax: (03) 9963 6989
