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FAIRTEL MATERIALS CONSIST OF:

• the training toolkit (in PDF and in Word);
• an audio visual presentation;
• PowerPoint slides;
• Print-ready brochures (below); and
• website materials at www.fairtel.org.au.

You can use the FairTel materials for the purpose of educating consumers provided you agree to and comply with the FairTel copyright license.

 PRINTING BROCHURES

You can print out FairTel brochures to give to consumers. Some brochures target particular consumer groups (i.e. seniors and young people). Most brochures, however, focus on particular consumer issues. The FairTel brochures consist of:

CONSUMER EDUCATION FOR VULNERABLE CONSUMERS

While all consumers can have a bad experience or get caught out when buying a telecommunications service, some groups are particularly at risk of falling victim to unfair selling practices and contracts. Our research conducted for the FairTel campaign has identified these groups as:

• CALD consumers: people from culturally and linguistically diverse backgrounds, including those for whom English is new language, people with literacy challenges, Indigenous Australians and Torres Strait Islanders
• people with judgement related challenges, including those with intellectual, cognitive impairment or mental illness
• young people
• seniors
• rural and regional consumers.

Our research shows that some of the FairTel issues are more common to particular groups. If you belong to one of the groups we’ve outlined, or you work with people from one of these groups, you might want to select material that’s particularly relevant to you.

CALD Consumers

• training toolkit: chapter 4 – in particular ‘Slamming’; chapter 5 – in particular ‘Capped plans’; chapter 7 – phone cards; chapter 11 – where to go for help
• 'PHONE CARDS' brochure above
• all other material: 'don't get slammed'; 'Capped plans'; 'Phone Cards'; and 'Where to complain'.

People with Judgment Related Challenges

• training toolkit: chapter 4 – in particular ‘Case study 1’ regarding phone voting (eg Australian Idol); chapter 9 – co-signing for a friend or relative; chapter 11 – where to go for help
• all other material: 'Mobile premium services'; 'Signing for others'; and 'Where to complain'.

Young People

• training toolkit:  chapter 4 – in particular ‘Case study 1’ regarding phone voting (eg Australian Idol); chapter 5 – your mobile phone; chapter 10 – can’t pay your bill; chapter 11 – where to go for help; chapter 13 – controlling spending and financial hardship
• 'iNFO FOR THE i GENERATION' brochure above
• all other material: 'Mobile premium services'; 'Mobile Phones'; 'Can't pay your bill'; and 'Where to complain'.

Seniors

• training toolkit:  chapter 4 – in particular ‘Slamming’; chapter 5 – in particular ‘Capped plans’; chapter 11 – where to go for help
• 'IT’S ALL NEW TO ME' brochure above
• all other material:  'don't get slammed'; 'Capped plans'; and 'Where to complain'.

Rural and regional consumers

During consultations for this project, the Communications Law Centre found that consumers from rural and regional communities were vulnerable due to the difficulty they had in obtaining consumer information about their rights and obligations when selecting telecommunications services. Consequently, rural and regional consumers should receive as much information as possible.