Mobile Phone contracts - what I need to know
What is a mobile phone contract?
A mobile phone contract is a contract where you purchase
a mobile phone and mobile services from a
telecommunications provider. Sometimes the contract
will be bundled with internet services.
You can enter into:
• a pre-paid phone contract where you buy the phone
and then purchase phone credits to use or
• a post-paid phone contract where you pay for what
services you have used at the end of each month.
Will I own the phone at the end
of the contract?
You should read your contract very closely. Under some
contracts you are buying the phone as part of the contract.
Under some contracts you are leasing the phone and will
not own it at the end of the contract.
Does a telecommunications company
have to assess whether I can afford
to make the repayments required
under the contract?
From 1 August 2019, the Telecommunications Consumer
Protection Code requires telecommunications companies
to assess whether you can repay the loan.
I am not sure what type of product
I need. Wll the company help me?
From 1 August 2019, under the Telecommunications
Consumer Protection Code, a company is required to engage
in responsible selling and must sell you a product that
meets your needs that you tell them about.
What happens if I want to get out
of my contract early?
Most contracts have a termination clause that will need
you to pay a fee for terminating the contract early.
Is there a cooling-off period?
There is no cooling-off period for a mobile phone contract
if you approach the company. There is a 10 business day
cooling-off period if the company phones or approaches you
without you asking them to contact you.
What happens if I can’t pay my bill?
You should call your telecommunications company and
ask them for financial hardship. Some telecommunications
companies have specific hardship policies that provide
assistance to you and will help you negotiate a sustainable
payment plan. These details can be accessed at ACCAN’s
What happens if I have a complaint
about my bill or service?
If you have a problem with your service provider, the first
thing you should do is talk to them.
If you can’t resolve the problem, you can get help by calling:
• a financial counsellor on 1800 007 007
• the Australian Communications Consumer Action
Network on 02 9288 4000
• Legal Aid Queensland on 1300 65 11 88.
You can also make a complaint to the Telecommunications
Industry Ombudsman by visiting www.tio.com.au or calling
1800 062 058.
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For more information about our services
call 1300 65 11 88 or visit legalaid.qld.gov.au
or phone our Indigenous Hotline on 1300 650 143.
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