Telecommunications (International Mobile Roaming) Industry Standard 2013
(2) If the customer requests a CSP to pr(2) If the customer requests a CSP to provide maximum charge information in relation to any overseas country, the CSP must provide that information to the customer within 24 hours of receiving the request.
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(2) If the customer requests a CSP to provide maximum charge information in relation to any overseas country, the CSP must provide that information to the customer within 24 hours of receiving the request.
CSPs to make available method to decline IMR services
(1) A CSP must make available at least one method by which a customer of that CSP may decline the continued supply of IMR services at any time while travelling overseas.
Note: Customers must be provided with information about the method or methods available – see paragraph 5(1)(c), subparagraph 6(2)(b)(v), and paragraph 6(3)(b).
(2) If a customer declines the continued supply of IMR services using a method made available to the customer by their CSP, the CSP must ensure that the supply of IMR services to the customer ceases as soon as practicable, and in any event within 24 hours.
(3) If a customer chooses to decline the continued supply of IMR services by calling a particular Australian number, the CSP may not charge the customer more than $AUD 1.00 to do so.
(4) If a customer chooses to decline the continued supply of IMR services by accessing the website of the CSP, the CSP may not charge the customer a fee to do so.
(5) If a customer chooses to decline the continued supply of IMR services by a method other than the methods referred to in subclauses (3) and (4), the CSP may not charge more than a nominal fee to do so.
(6) Any method provided by a CSP under subclause (1) must be reasonably accessible to its customers.
CSPs to make available spend management tools for IMR services
(1) A CSP which supplies IMR services to a customer must, immediately prior to entering into a customer contract with the customer which provides for the supply of IMR services, and immediately prior to any variation of a customer contract to allow for the supply of IMR services, inform the customer of the spend management tools for IMR services which it makes available and of how those tools can be accessed by the customer.
(2) In addition to the obligation at subclause (2), a CSP which supplies IMR services to a customer must make available, without charge, at least one spend management tool that:
(a) allows the customer to obtain current usage estimates in relation to IMR services; or
(b) where there is a delay in the CSP receiving usage information such that it cannot provide current usage estimates, provides the customer with advice about the delay and the approximate length of the delay, and allows the customer:
(i) in the case of a post-paid service, to obtain the latest available information about the customer’s usage of IMR services and the charges incurred that have not yet been billed to the customer;
(ii) in the case of all other services, to obtain the latest available information about the actual usage of the purchased telecommunications product in relation to IMR services, and the amount of the telecommunications product that has been used.
Part (2) If the customer requests a CSP to pr - Telecommunications (International Mobile Roaming) Industry Standard 2013 - (2) If the customer requests a CSP to provide maximum charge information in relation to any overseas country, the CSP must provide that information to the customer within 24 hours of receiving the request. | Zoe
(3) A CSP which supplies IMR services to a customer must make available spend management tools that meet the following requirements:
(a) if a customer is using a post-paid service under which the customer may incur $AUD100 or more of charges for IMR services in relation to data usage, the tool must, each time the customer reaches an estimated increment of $AUD100 in such charges, result in the customer being notified as soon as is reasonably practicable of the total amount of estimated charges at that time for services which have not yet been billed to the customer;
(b) if a customer is using an included value pack the tool must result in the customer being notified as soon as is reasonably practicable after the customer reaches 50%, 85% and 100 % of the included value; and
(c) if a customer is using an automatic pre-pay service under which the customer may incur $AUD100 or more of charges in relation to data usage, the tool must:
(i) each time the customer reaches an estimated increment of $AUD100 in such charges, result in the customer being notified as soon as is reasonably practicable of the total amount of estimated charges at that time for services which have not yet been billed to the customer; or
(ii) result in the customer being notified as soon as is reasonably practicable after an automatic prepayment.
Note: The spend management tools in subclauses (2) and (3) may be provided as a single tool.
(3A) A CSP which supplies IMR services to a customer may make available methods for customers to elect to decline to receive the notifications described in paragraphs (3)(a), (b) and (c).
(3B) A CSP must not allow customers to elect to use a method referred to in subclause (3A) by way of accepting a term or condition of a standard form customer contract or the default terms and conditions associated with the purchase of an included value pack.
(3C) If a customer elects not to receive the notifications described in paragraphs 3(a), (b) and (c), the CSP must:
(a) send an acknowledgement to the customer via SMS, advising the customer that the customer may request to receive the notifications again at any time; and
(b) implement any such request as soon as is reasonably practicable, at no cost to the customer.
(3D) A CSP that makes available methods for customers to elect to decline to receive the notifications described in paragraphs (3)(a), (b) and (c) must also make available methods for customers to quickly and easily establish whether they have currently elected to decline to receive those notifications.
(4) The requirement in paragraph (3)(b) does not apply where the customer is using an included value pack that is part of an included value plan of a kind that was made available by the CSP prior to 1 March 2012.
(5) A notification under paragraph (3)(b) when a customer reaches 100% of the included value of an included value pack, must also include the maximum charge information that will apply to the customer’s service if the customer continues to use the IMR services that were included in the included value pack in the relevant overseas country.
(6) A notification under subclause (3) must be given by way of an SMS message.
(7) All reasonable steps must be taken by a CSP to supply such information as is reasonably required to enable each other CSP to supply to its customers the spend management tools described in subclauses (2) and (3).
(8) The spend management tools made available by a CSP in accordance with subclauses (2) and (3) must be easily accessible to the customer.
(9) A CSP that supplies IMR services in the capacity of a mobile virtual network operator will not be required to comply with subclauses (2) to (8) until 1 January 2019.
Referral of complaints to the Telecommunications Industry Ombudsman
This Standard confers on the Telecommunications Industry Ombudsman the functions and powers of:
(a) receiving;
(b) investigating;
(c) facilitating the resolution of;
(d) making determinations in relation to;
(e) giving directions in relation to; and
(f) reporting on,
complaints made by customers about matters referred to in this Standard, including compliance by CSPs with the obligations imposed under this Standard.