Two thirds of people who contacted an organisation the unexpected charge had it refunded (see Figure 37). Pre-paid mobile account holders were particularly successful in having their unexpected charges refunded (88%, in comparison to 53% of post-paid account holders). Figure 37: Removal or refund of charge as a result of taking action Q28. Was the charge removed from your bill or refunded as a result of contacting [organisation contacted]? (Base: Mobile account holders who have paid the charge or had the charge refunded and had contacted an organisation regarding their unexpected charge n=112) No significant differences were between demographic groups in relation to this question. Preferences for the disputes process Six in ten of those who have experienced unexpected charges (62%) said that in future they would prefer to be able to resolve these charges with their own mobile service provider. Just over a quarter (27%) indicated they would prefer to contact the third party company issuing the charge. Figure 38: Preferences for future contact regarding unexpected charges Q32. In future, how would you prefer to be able to resolve problems with the third party charges, such as the ones you've experienced? (Base: Mobile account holders who have experienced unexpected charges n=251) No significant differences were noted between demographic groups in relation to this question. Managing third party purchases In general, there was appetite from both those who had experienced an unexpected charge and those who haven’t, for more information provision. For example, information on bills explaining how to unsubscribe from ongoing charges and bills clearly stating the purchased item, company and price. In of opting-in to third party purchases, the most popular option was to have access to this option but not be automatically able to make these purchases. Over half of mobile account holders who did not have an unexpected charge said they would like their bill or account statement to: show what was purchased, the price and name of the
more than four [SQ6 = code 5] ASK ALL / SR PER ROW You indicated that you are responsible for [PIPE FROM dSQ6] [IF SQ5=1 mobile] [IF SQ5=2 thru 5 mobiles]. [IF SQ5=1 service] Who is the service provider for the device you are responsible for? [IF SQ5=2 THRU 5 service] Who are the service providers for each of the devices you are responsible for? [TERMINATE IF ALL RESPONSES 97 or 99.] [randomise columns: Telstra, Vodafone] {SINGLE RESPONSE PER ROW} #SQ6 SQ6 Service provider# [SHOW THE NUMBER OF services SELECTED AT SQ5] Telstra Optus Vodafone Other Don’t know 1 Mobile service 1 1 continue 2 continue 3 continue 97 99 2 Mobile service 2 1 continue 2 continue 3 continue 97 99 3 Mobile service 3 1 continue 2 continue 3 continue 97 99 4 Mobile service 4 1 continue 2 continue 3 continue 97 99 5 Mobile service 5 1 continue 2 continue 3 continue 97 99 dSQ6 [Service Provider] [MR] Telstra IF ANY SQ6 ROW CODES 1-5 = COLUMN CODE 1] Optus [PUNCH IF ANY SQ6 ROW CODES 1-5 =COLUMN CODE 2] Vodafone [PUNCH IF ANY SQ6 ROW CODES 1-5 = COLUMN CODE 3] ASK ALL / SR PER ROW [IF SQ5=1] Is your mobile service pre-paid or post-paid? [IF SQ5=2 to 5] Please indicate whether each of your mobile services are pre-paid or post-paid. [show all] Pre-paid is when you put money (credit) on your phone and that money (credit) is reduced every time you use the phone. Post-paid is when you agree to a set amount of money and inclusions for a set period. You receive a bill each month showing what you owe. [if SQ7 ROW 1, 2, 3, 4 AND 5 = COLUMN CODE 99, terminate] {SINGLE RESPONSE PER ROW}