CHOOSING A PHONE CARD
Phone cards are pre-paid cards which look similar to a credit card and can
be used to call long distance, interstate and overseas. You can purchase them at a range of shops including convenience stores. There
are many options available to choose from. Important things to consider include:
- which countries you can call with the card, and
- the rates you are charged for the time you plan to make your calls.
Generally, phone cards include a customer service telephone number which in
turn will make the connection to the number you want to call. The card will
include a PIN number which you need to scratch to expose.
WHAT TO LOOK OUT FOR
While phone cards can be a cheap and easy way to keep in touch with family
and friends, particularly overseas, some services are better than others.
Sometimes the cheaper the deal, the cheaper the quality. You may be frustrated
to find that:
- you can’t understand the language and, therefore, the instructions
to successfully connect your call
- you can’t get through to the telephone number listed on
the phone card because it is engaged or out of service
- the phone card expires before you can use all of your pre-paid
credit.
Sadly, some phone card providers use confusing terms in their sales information.
You may be disappointed that your phone card does not deliver what you understood
would be the promised cheap rates for hours of talk time. You may find that:
- you need to pay a connection fee for each call in addition to
the advertised call rate per minute
- the call rate is much higher than advertised for the times you
want to use the phone card
- the destination country’s advertised rate only applies to
the large cities, so you are charged more for calls to other areas
- the rates and charges have changed without notice
- you have been overcharged for the time you actually used.
HOW TO AVOID PROBLEMS
There are a number of ways to avoid having problems with phone cards, including
finding out about the rates:
- are there additional access or connection fees?
- is it a free or local call when you phone the customer service
number?
- is there a free or local number to call the service provider with
questions or problems?
- what are the call rates for the times you are most likely to use
the card?
- is there is a minimum time you are charged for even if your call
ends much sooner?
- are the rates and charges higher if you use the phone card with
a mobile phone?
It’s important to make sure that you understand what is being offered
by the phone card company and your obligations. Ask which languages are available.
You can find out which phone card services are better by asking friends and
family who use them to recommend a particular service provider. If you have
doubts, purchase a phone card with a small value first and try it out. If you
are happy with the service, buy a higher value next time. For even greater
peace of mind, ask the retailer if they are happy to give you a refund if you’re
not happy with the service you receive.
Finally, be wary of cards with the PIN number already exposed – the credit
could have been used.
MAKING A COMPLAINT
If you do not think you received the service you paid for, or are concerned
that a service provider has misrepresented the services or the rates and charges,
ring the customer service contact number, request their address and write a
letter asking for an explanation and a written response to your concerns. If
you cannot contact the service provider, the Telecommunications Industry Ombudsman
(TIO) keeps a record of all registered phone card service providers (go to www.fairtel.org.au/complain.asp for contact details).
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