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- Appendix A—3G bill-payer profiles
- Adult 3G bill-payers
- Parent 3G bill-payers
7. Mobile-only householdsIn addition to the main survey of 3G bill-payers from fixed-line households, this study undertook a small-scale survey (n=120) of customers who use a mobile-only service. Due to the small sample size, the data were unweighted; the findings are therefore not directly comparable with the results for fixed-line households. However, this section highlights a number of key differences between mobile-only and fixed-line households. Appendix B contains a full set of tables for mobile-only households. Bill-payers from mobile-only households are considerably more likely than those from fixed-line households to use their phone for voice calls (86 per cent) and SMS (86 per cent). In addition, their use of internet-related features such as web browsing, MMS, social networking and email is much higher. It is unclear to what extent this is influenced by charging arrangements. The higher use of internet features among mobile-only bill-payers may be attributable to their younger age, with 62 per cent aged under 35 years.3 While this is certainly plausible, the small sample size for mobile-only households may not accurately reflect the population of such households. Post-paid bill-payers from mobile-only households spend an average of $75 per month on their bill, which is considerably more than the $56 monthly average of fixed-line household bill-payers. The average amount this group spent on the highest unexpected bill they received is $369, which is also considerably higher than among post-paid bill-payers from fixed-line households. 3G bill-payers from mobile-only households are more likely (88 per cent) than those from fixed-line households to be confident (combined confident and very confident) in understanding their plan inclusions. They are also more likely (72 per cent) to be confident in understanding excess usage charges, while 20 per cent also recognise that an explanation of usage charges is in their contract. This group is also more likely (72 per cent) to use tools to monitor their usage and costs, with 33 per cent checking their usage on the service provider’s website. Other common methods include using smartphone applications (15 per cent) or checking with their service provider through SMS (15 per cent). Among post-paid 3G bill-payers from mobile-only households, 64 per cent have received a bill higher than expected since being on a 3G plan. 3G bill-payers from mobile-only households tend to exceed their usage for voice calls, with 44 per cent identifying national voice calls and 23 per cent international calls as the key factor for the larger than expected bill. Internet usage was the third-highest source, with 16 per cent acknowledging data usage contributed to their unexpectedly high bill. Appendix A—3G bill-payer profilesAppendix A examines the characteristics of 3G bill-payers from fixed-line households. Within this larger group, adult 3G bill-payers are looked at separately from parent 3G bill-payers. Table 6 illustrates the demographic differences among these three groups. Significant differences at the 95 per cent confidence level between the groups are highlighted. Adult 3G bill-payersAs shown in Table 6, 59 per cent of adult 3G bill-payers are aged between 25 and 54 years. Among this group, 77 per cent have always been on a post-paid 3G plan and 79 per cent have always been a prepaid customer. Of those that are currently on a post-paid plan, almost one-quarter (23 per cent) were previously prepaid customers, while 21 per cent of prepaid customers were previously post-paid customers. Adult 3G bill-payers tend to be long-term 3G customers, with 55 per cent having been on a 3G plan for more than two years (Table 8). Another 15 per cent are new users, having been on a 3G plan for fewer than six months. Telstra is the main mobile service provider, followed by Optus and 3 mobile (Table 9). There are minimal differences in the use of service providers between this group and parent 3G bill-payers (Table 9). Parent 3G bill-payersThe majority (86 per cent) of parent 3G bill-payers are aged between 35 and 54 years, five per cent are aged between 25 and 34 years, and nine per cent are over 55 years. The majority (99 per cent) of parents last set up a 3G plan with a child over 10 years old. The majority of the 3G plans were set up by the parents in the last year, with 65 per cent of children having been on a plan for fewer than 12 months. One in four (26 per cent) children has been on a 3G plan for more than 24 months and nine per cent for between 13 and 18 months. Parents of 3G users are more likely to pay for a prepaid mobile phone plan (61 per cent) than a post-paid plan (39 per cent) for their child. However, 45 per cent of parents indicated that their children were previously on a prepaid plan, while six per were previously on a post-paid plan before moving to prepaid. Service providers most used among this group are Telstra (41 per cent), Optus (27 per cent), Vodafone (17 per cent) and 3 mobile (10 per cent). A small proportion of parents use Virgin mobile (three per cent). This is consistent with adult 3G bill-payers, with Telstra (52 per cent) and Optus (27 per cent) having the highest proportion of 3G customers from fixed-line households. Parent 3G bill-payers tend to be couples (76 per cent) rather than one-parent families (22 per cent). Parents are significantly more likely to be working full-time (54 per cent) than adults (42 per cent).
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