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Buying and using mobile devices

When buying mobile phone products and services, it helps to be aware of the latest consumer advice and follow tips to protect your consumer rights under the Australian Consumer Law (ACL).

If a mobile phone or device you buy fails to meet a consumer guarantee, you have the right to ask for a repair, replacement or refund under the ACL.

This page includes handy information you may want to consider when buying a mobile phone or device:

Choosing a mobile phone

Before you choose a mobile device, think about:

  • why you need a phone
  • how you will use it
  • what conditions and/or plans are attached
  • how much they will cost.

You’ll also need to consider:

  • if you’re buying for yourself or for your children’s use
  • whether the phone will be mainly for work or personal use
  • if you need particular apps, services or features
  • how often you’ll use these apps, services or features.

Visit different retail and online stores from a range of service providers to shop around. Ask the sales assistant about their best offer for your personal situation.

Choosing a mobile plan

You can choose from any mobile network that operates in Queensland. Each offers a wide range of contracts and plans. Make sure you explore your options before you agree to any contract.

To get the plan that best suits your needs and gives you the best value for money, consider how you use your phone or tablet. This could include:

  • how much time you spend on calls each month
  • how many messages you send
  • if you intend to use your phone for email or social networking
  • whether you intend to use other apps, including internet and mobile TV.

Make sure you shop around with different service providers. Be aware of the:

  • monthly costs of a plan
  • minimum total cost of the entire plan.

Think about the different types of plans available, specifically:

  • what type of plan you’d prefer (cap, prepaid or no contract)
  • whether you include the cost of the handset in your plan
  • whether they will charge calls per second or in blocks of 30 seconds
  • if you want to bundle your mobile service with other services (e.g. internet or home phone)
  • whether you can sign a contract as a business
  • how long the contract lasts.

Think about which provider suits you best by determining:

  • whether they can give you good phone reception in your area
  • if they send you bills monthly or quarterly
  • whether they offer peak and off-peak rates.

Before you sign a mobile phone contract, think very carefully about your options. Don’t sign if you’re not comfortable with the agreement.

The Australian Communications and Media Authority (ACMA) has more information on how to choose a mobile phone plan.

Using the phone

Phone security

To protect yourself and stop unauthorised use of your mobile phone:

  • disable international or other high-charge calls
  • use a PIN to lock your home screen
  • do not lend your phone to others.

If someone steals your phone:

  • ask your provider to suspend your service immediately
  • report the theft to the police.

Apps, games and other purchases

Premium services cost more than regular services. They come in various forms, such as:

  • apps and games
  • ringtones or wallpapers
  • SMS or MMS services.

You might have to pay several different types of fees for premium services. These may include:

  • a sign-up cost
  • a regular subscription fee
  • data download charges.

The Australian Communications Consumer Action Network (ACCAN) can give you more information about data use in common apps.

Beware of app traps. Many apps require you to spend money within the app itself (i.e. in-app purchases) to get the maximum experience. These costs may seem small individually, but can add up very quickly the more you purchase.

Excess data risks

The use of data with mobile devices is increasing, and your phone can use data without you knowing. Some examples include:

  • automatic app content updates and notifications (e.g. social media posts)
  • using a 5G or 4G internet connection—when compared to a 3G connection, faster speeds mean you download more in the same time
  • scheduled updates of your email inbox
  • the use of GPS and location services
  • automatic software updates.

You can adjust your data settings to make sure you know just how much activity is happening on your phone. Turn off or limit notifications and updates and delete unused apps to prevent unnecessary updates.

Streaming or downloading large videos, like those on YouTube, will also use up your data quickly. Streaming videos for 10 minutes can use up to 70 or 80MB.

Ensure your phone’s data usage is monitored. Whenever possible connect to a wi-fi network that you trust and limit your 4G or 5G data services.

Many mobile providers have tools to track your data usage. Check if your provider has one and how to access it.

Mobile providers must alert customers who are signed up to 'included value' plans when they reach 50%, 85% and 100% of their voice, SMS and data allowances.

In-app purchases

Mobile apps are often available to download free in an online store but sometimes require significant in-app purchases to maximise the experience of the app. In-app purchases may include paying to use an ad-free version of the app (e.g. Spotify), buying extra lives in a game, or paying to access extra content.

Avoid unexpected bills by knowing how to prevent unauthorised in-app purchases on your mobile phone or tablet.

Apple and Android devices require authentication before making a purchase in the online store. Once this is entered additional purchases can be made for 15 to 30 minutes without requiring authentication. During this time, users can make several purchases without realising they are being charged.

Here are a few tips to avoid making in-app purchases:

  • understand the device controls
  • consider setting restrictions (passcode, fingerprint lock, face recognition)
  • consider downloading apps for parental control of smart devices
  • use gift cards instead of credit cards to minimise the amount of money spent.

Using a mobile overseas

Most phone companies allow you to use your mobile phone when travelling overseas. This service is known as ‘international roaming’.

Using your mobile phone or tablet overseas will usually be more expensive than using it at home in Australia.

Here are some things to keep in mind if you plan to use your mobile devices overseas.

Before you leave Australia make sure you know:

  • what your provider is charging you to
    • make and receive calls and messages
    • use data
  • whether they have an international roaming package available.

Some mobile phone providers include international roaming allowances in post-paid mobile phone plans, but this is typically only for higher price plans.

Providers may also offer a travel pack, which is usually a daily charge with a call, text and data inclusion. You will need to activate these travel packs before leaving Australia. You should contact your provider to understand what travel pack options you have before leaving home.

Voicemail (MessageBank)

Your phone may divert your missed calls to voicemail or MessageBank. Your service provider may charge you for:

  • diverting the call
  • retrieving your messages.

Check your plan or contact your service provider to find out more.

The default time that a phone will ring before it diverts is usually 15 seconds.

You should be able to change the default time by:

  • dialling or texting a short code
  • changing the settings in your smartphone
  • contacting your service provider.

Children’s phone use

Consumers usually buy their first mobile phone around the age of 13. If your child uses a mobile phone, make sure to talk to them about things like security, fees and subscriptions.

Be aware of what apps your children use. They can accidentally buy things without realising it, or realising they are spending real money. This can happen if your children have their own phones, or if you let them use your phone.

We suggest that you:

  • disable in-app purchases on your children’s devices
  • download parental control apps for your own devices
  • get to know the technology your kids use, including the games they’re playing
  • turn off the internet connection when young children are using your device.

Mobile phone scams

There are many types of mobile and text scams. In the first instance do not reply to a text message or call from a number you don’t recognise.

Look out for SMS and MMS numbers that start with 19 or phone numbers beginning with 190. These are charged at a premium rate, even sometimes for receiving a message, and can be very expensive. If you have accidentally subscribed to a 19 premium service subscription, reply STOP to the sender.

Look out for text messages that may be impersonating organisations—such as the Australian Taxation Office (ATO), your bank or a charity in times of crisis—especially if they are asking you to follow a link or provide banking details or your personal information.

Also look out for emails that may be impersonating your mobile provider, which might include a fake mobile bill.

Report scams to the ACCC via the report a scam page. This helps warn people about current scams, monitor trends and disrupt scams where possible. Please include details of the scam contact you received, for example, SMS or screenshot.

If you think you have provided your account details or personal identification details to a scammer, contact your bank, financial institution, or other relevant agencies immediately.

See more about the latest mobile scams.

Make a complaint

If you have a problem with your mobile device plan, or landline or internet services, contact the business as soon as possible to explain the problem and the outcome you want. In many cases a simple phone call or visit can fix the problem.

The business might ask you for proof of purchase and discuss whether it is a minor or major problem to determine a repair, replacement or refund.

It is a good idea to write a complaint letter or email, so the seller is clearly aware of the problem and what you want, and so you have a record of your contact.

If you don’t reach a solution or remedy to a dispute, you can lodge an official complaint with the Telecommunications Industry Ombudsman.

Last updated:
6 June 2023
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