Revolution Telecom - Lost and stolen mobile phones

PREMIUM SERVICES

What are premium services?
How can you be charged?
Liability for cost
What steps can you take to lessen the risk of high, unexpected bills?
Concerned about your use of premium services?

What are premium services?
Premium services are content or live advice services which can be accessed by making a phone call, by messaging (e.g., SMS) or via a data connection from your mobile phone. Premium services numbers usually start with 188X, 19X, 190X, or an international number, for example 0011.

Examples of premium services are sex services, psychic lines, weather services, voting lines for TV shows or competition lines, chat services or ring tones. Premium services can also include high school test result hot lines. At Revolution premium services are only available via messaging or via a data connection.

Proprietary network services such as Vodafone Live also offer access to premium data services. Examples of such premium services include news updates, sports or weather reports, ring tones or wallpaper.

How can you be charged?
You can be charged for premium services in several ways:

Flat rate - this is where you are charged a fixed amount for each call you make. It is a good idea to keep track of how many calls you make as the cost can quickly add up.
Timed rate - this is where your calls are timed and charged at a rate per minute or per 30 second rate. A fixed set up or connection fee may also apply. Keeping track of how long you spend on the call will help to keep your costs to a minimum.
By data volume - this is where you are charged according to the amount of data you download from or via a proprietary network.

You should always check the cost of the premium service before you use it. It is also a good idea to keep track of how many calls you make, or how often you access these services, and how long they last as the cost can quickly add up possibly creating financial difficulty where the cost of using premium services is unexpectedly greater than the amount you may have budgeted for.

Liability for cost
You are usually responsible for the cost of any calls made from your phone, including calls made by family and friends, even when made without your knowledge. There are a number of specific rules that relate to the provision of premium services aimed at ensuring that customers are fully informed about the price and content of the services. If these rules have been broken, Revolution may not be able to ask you to pay for the service.

Note: If you are deaf or have a hearing or speech impairment and wish to make calls to premium service numbers via the National Relay Service, then you must have an account with Australian Communication Exchange (ACE) and you will be charged for the calls.

What steps can you take to lessen the risk of high, unexpected bills?
You can lessen the risk of paying high, unexpected costs by barring 190 calls. This means that calls to 190 numbers are barred permanently. We have already done this for you. It is not possible to remove the 190 number bar.

Please note that we are unable to bar your SIM card from sending or receiving premium text messages from 190 numbers.

Concerned about your use of premium services?
To discuss any concerns you have about premium services and/or the costs you have incurred, please contact us via email at service@revtel.com.au.

If we are unable to resolve this matter you can contact the Telecommunications Industry Ombudsman (TIO). The TIO is an office of last resort for complaints about telephone and internet services.

If you have a complaint about the content of a 190 service you can contact the Telephone Information Services Standards Council (TISSC). TISSC investigates complaints about message content and advertising of 190 premium services.

You can also contact the Australian Communications Authority (ACA) for information on telecommunications issues. The ACA is a Commonwealth government agency responsible for regulating the telecommunications industry.

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