ARTICLE · 14 SEPTEMBER 2013

No more phone bill shock? New SMS and email alerts take effect

Clayton Utz

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New usage alerts are the latest consumer protection measures by service providers in the telecommunications sector.

AustraliaConsumer Protection

Matthew Battersby

Simon Ward

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Key Points:

New usage alerts are the latest consumer protection measures in the telecommunications sector, and with increased regulator activity you should ensure your advertising, sales and customer service practices comply.

New measures designed to prevent "bill shock" for post-paid mobile phone customers came into effect on 1 September 2013. Telecommunications service providers are now required to notify consumers when their included value allowance for SMS, voice and data services reaches 50, 85 and 100 per cent.

The "bill shock" protections are contained in the Telecommunications Consumer Protections Code 2012 (TCP Code) which provides a comprehensive set of rules designed to protect consumers and clearly spell out the obligations of retail telecommunications service providers.

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