Quantitative research report



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3G mobile bill-payers’ understanding of billing and charging arrangements

Quantitative research report

June 2011


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© Commonwealth of Australia 2011

This work is copyright. Apart from any use as permitted under the Copyright Act 1968, no part may be reproduced

by any process without prior written permission from the Commonwealth. Requests and inquiries concerning reproduction

and rights should be addressed to the Manager, Editorial Services, Australian Communications and Media Authority,

PO Box 13112 Law Courts, Melbourne Vic 8010.
Published by the Australian Communications and Media Authority





Executive summary 1

Introduction 1

Objectives of the research 1

Methodology 1

Key findings 1

3G bill-payer contract understanding 2

Experience of unexpectedly high bills 2

Response to unexpectedly high bills 3



1. Introduction 4

Objectives of the research 4



2. Methodology 5

Introduction 5

Overview of qualitative phase 5

Overview of quantitative phase 6

How to read the results 7

3. 3G bill-payer pre-purchase and point of purchase trends 9

Key findings 9

Pre-purchase factors 9

New phone triggers 10

Information sources used when deciding which plan to purchase 10

Most important aspects of the plan 11

Point of purchase factors 12

Use of phone features 13

How phones are mainly used 14

Profile of 3G feature users 15

Non-users of 3G features 16

Use of spend management tools 17



4. 3G bill-payers’ understanding of their contracts 19

Key findings 19

Reading the contract 19

Understanding the contract 20

Understanding inclusions and usage charges—voice calls and SMS 21

Understanding excess data usage charges 23



5. Experience of unexpectedly high bills 25

Key findings 25

Unexpected costs 25

Receiving a higher than expected bill or running out of credit sooner than expected 25

Aspects of phone use that led to excess charges 27

Amount spent on highest unexpected bill 29

Phone usage 30

Level of contract understanding 30

Most difficult aspects of the contract to understand 31

Understanding phone inclusions and usage charges 32

Understanding data allowance and excess data usage charges 34

Spend management tools 36



6. Response to unexpectedly high bill 39

Key findings 39

Level of concern 39

Actions taken as a result of bill shock 40

Response from service provider 41

7. Mobile-only households 43

Appendix A—3G bill-payer profiles 44

Adult 3G bill-payers 44

Parent 3G bill-payers 44

Appendix B—Mobile-only households 50


Executive summary


Introduction


This report presents the findings of research conducted by TNS Social Research on behalf of the Australian Communications and Media Authority (the ACMA) into 3G mobile bill-payers’ understanding of billing and charging arrangements.
The research investigated the level and nature of concerns experienced by 3G users in their understanding of charging arrangements, with a particular focus on how this understanding is formed. The information in this report will help inform the ACMA’s Reconnecting the Customer strategies. In particular, the report will be used as an indication as to what, if any, additional initiatives are required in the current Telecommunications Consumer Protection (TCP) Code review to ensure consumers are appropriately informed of their rights and obligations when signing up for 3G contracts with telecommunications service providers.

Objectives of the research


The main objectives of the research included:

  • assessing the source and level of understanding of charging and billing arrangements among 3G customers in Australia

  • identifying whether a lack of understanding of billing arrangements is a contributing factor to increased customer complaints

  • investigating if there are certain types of customers who are more likely to find current information about 3G data charging inadequate and identifying how their needs might be better met.


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