Frequently Asked Questions

General


How can I view my account online??

You can view, track, pay and change your account details online. Visit www.crazyjohns.com.au and login into ‘My Account’.

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I don't know my security PIN number?

If you don’t know/ forgotten your 6 digit security pin, call customer care on 13 22 99.

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What hours is your customer contact centre open?

Crazy John’s customer contact centre is open 24 hours a day, 7 days a week.

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Where can I recharge my Crazy John’s Prepaid?

Top-Up vouchers are available at thousands of participating outlets!

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What is Crazy Talk?

To learn more about Crazy Talk, click here

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Are their other methods to contact customer care?

Yes, you can always chat online or email us with your enquiry and a customer service rep will get back to you as soon as possible. For details visit www.crazyjohns.com.au click on ‘Support’ and then ‘Contact us’.

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How can I set up my MMS, internet and email on my phone?

You can send the relevant settings to your mobile phone through our ‘Phone Setup’ portal. Visit www.crazyjohns.com.au, click on ‘Support’ then ‘Phone Setup’ and follow the prompts.

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What can I do if I'm receiving nuisance calls/SMS?

If you are receiving nuisance calls/SMS, we can lodge an ‘Unwelcome Call Report’ on your behalf to Vodafone who will run a trace and issue a Warning Letter request to the relevant carrier.

    Information required for the report is:
  1. The mobile number receiving the harrassment calls/sms
  2. If you can identify the calling number? If so, what is the number?
  3. Examples of the unwelcome calls/sms, including type (voice, sms etc), the exact times and the dates.
    In order for action to be taken there would need to be enough calls/sms to meet the ACIF Code criteria for unwanted calls, we therefore ask that enough examples be supplied to meet the criteria, ie:
  1. date and exact times of at least 10 calls/sms if received in one day.
  2. dates and exact times of at least 3 calls/sms received over a 2 - 5 day period.
Calls need to be answered in order to be traced - therefore if unanswered calls are included as examples we would not be able to view the incoming call in order to identify the calling number.

Crazy John’s messages/calls


If you have received an unwanted message or call from Crazy John’s, let us know.
Simply email donotcall@crazyjohns.com.au or call 13 22 99 with the following information:
  • Your name
  • Your phone number
  • Description of unwanted message/call
  • Time you received the unwanted message/call
Some messages are an industry regulatory requirement and may not be removable.

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What does it mean when it says handset may be locked to the network?

Generally handsets are locked to the network. This means you may have trouble using a non-Crazy John’s SIM card in your Crazy John’s phone. Depending on what plan and phone you purchase will depend the type of lock. If a phone is soft locked then it can be unlocked for free, if it is hard locked it will cost $70 to unlock. To unlock your phone you can contact customer care on 13 22 99 or visit us in store To find your closest store, click here

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Billing FAQ



How can I pay my Bill?

You can pay your Crazy John's bill by the following methods
  • Online
    To view, track and pay your account with a credit card visit www.crazyjohns.com.au and login to 'My Account'
  • BPAY
    Contact your participating bank or financial institution to make a payment from your account, you’ll find the biller code and customer reference number on your bill.
  • In Store
    To pay your account with cash or credit, simply visit and Crazy John’s store
  • Australia Post
    To pay your account with cash or credit, simply visit your local Australia Post Office.
    Find your nearest Australia Post store
  • Pay By Phone
    To pay your account using your credit card, call Crazy John’s customer care on 1300 303 646 and follow the prompts
  • Direct Debit
    (Coming Soon)

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What is Partial Monthly Commitment/Pro Rata?

Partial monthly commitment (also known as pro rata) is a small charge that covers the gap between when you connect and when the next billing cycle starts.
For example: If you connect on the 7th and your billing cycle starts on the 9th – the partial monthly commitment covers the cost of the service for the 2 day gap. The amount of the charge is calculated by diving the monthly commitment (link to monthly commitment) by the number of the days in the month and then multiplying the result by the number of day’s gap.
It is also important to note that your included value it calculated in the same way.

For example if you connect to a $49 cap ($330 of included vale) two days prior to your billing cycle then your partial monthly commitment will be ($49 ÷ 31 days in month x 2 days gap) $3.16 and your included value for those two days will be ($330 ÷ 31 days in month x 2 days gap) $29.20.

More:
See Billing Cylce

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What is my 'Billing Cycle'?

It is the set dates in which your post paid service is invoiced. This means your invoice will record any use of your phone between these dates (inclusive) every month. When you connect to Crazy John’s you will be automatically allocated the next nearest billing cycle to the date of connection. Crazy John’s has four billing cycles, these are:
For example: If you connect on the 7th and your billing cycle starts on the 9th – the partial monthly commitment covers the cost of the service for the 2 day gap. The amount of the charge is calculated by dividing the monthly commitment by the number of the days in the month and then multiplying the result by the number of day’s gap.

1st – 31st of each month
9th – 8th of each month
17th – 16th of each month
24th – 23rd of each month

If you connect a few days before your billing cycle, you will be charged the gap which is called a partial monthly commitment.

More:
See Partial Monthly Commitment/Pro Rata
See Monthly Commitment

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What is Monthly Commitment?

This is the agreed minimum amount you will pay each month in return for any services/ included value you receive. This term only relates to post paid services. For example: Crazy John’s $29 Cap includes $130 value, the monthly commitment is $29.

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Mobile Basics



What is a Cap Plan?

These are plans that will give you a higher included value than your monthly commitment. For example: Crazy John’s $29 Crazy Cap includes $130 value. So if you make $130 or less worth of calls or SMS in the month, you will only have to pay $29 and not $150. You will still be able to spend more than your included value in cap plans (except prepaid); these calls will be charged at the applicable rate, in addition to the monthly commitment.

More:
See Crazy John's Cap Plans

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What is a Phone Plan?

These are generally contracted plans which are an easy way to purchase a mobile phone without having to make any upfront payments (depending on the phone and plan).

More:
See Crazy John's Phone Plans

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What is Prepaid?

Prepaid allows you to pay for your calls/mobile usage in advance which is known as prepaid credit. The more money you pay in advance the more credit you have. Once you have used up all your credit, you can then ‘Top Up’ your credit either on your handset (with a pre registered credit card), online, over the phone or at over 10,000 retail locations (such as Coles Express, United Petrol, BP, Kmart and Video Ezy).
It's important to understand that prepaid credit has an expiry daye, the length of the expiry depends on the plan.

Crazy Prepaid Caps:If you recharge for an amount which corresponds with a Crazy Prepaid Cap Recharge Amount, any unexpired Prepaid Credit you have will be forfeited.
Crazy Prepaid Plans: If you recharge for an amount which corresponds with a Crazy Prepaid Plan Recharge Amount, any unexpired Prepaid Credit you have will be forfeited, unless you are already on a Crazy Prepaid Plan (in which case your credit and expiry will roll over).

More:
See Crazy John's Prepaid Plans

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What is an SMS?

SMS stands for Short Message Service and is commonly referred to as "text messaging". It is a technology that enables the sending and receiving of short messages of up to 160 characters between mobile phones. All mobile phones should allow you to send and receive SMS
    What can I do with SMS?
  • Send someone your contact and address details
  • Cheap method of keeping in contact whilst overseas

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What is an MMS?

MMS stands for Multimedia Messaging Service. Like SMS (link to SMS), MMS is a way to send a message from one mobile to another. The difference is that MMS can include not just text, but also photos, sound and/or video. Not all phones are capable of sending an MMS.
    What can I do with MMS?
  • Share your photo’s with your family or friends
  • Send a recorded video or sound message

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What is Mobile Internet?

Is the ability to access the internet on your mobile phone. This feature has been on mobiles for a few years now but pages always took a long time to load because internet speeds on mobiles were quite slow. Mobile technology has caught up now and if you see a mobile advertised as 3G (third generation) it means that it’s capable of much faster web-browsing.

What can I do with Mobile Internet?
Many of the same things you can do with your home internet but with the ability to do it whilst you’re out and about. Such as:
  • Share your photo’s with your family or friends
  • Send a recorded video or sound message

More:
What is 3G?


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Why have a Camera on your Phone?

Camera phones are becoming increasingly popular as they allow people to take snaps whenever and wherever. The quality of the photo does depend on the quality of the camera. The best method to determine the quality is the number of Megapixels the camera is capable taking. For the more serious mobile phone photographer, you may also want to also consider selecting a phone with a flash.

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What is a Megapixel?

A megapixel is one million pixels. A pixel is a picture element. Like graphics displayed on a television or computer monitor, digital photos are made from millions of tiny coloured dots, or pixels. The more pixels used to produce a photo, the less "grainy" it will appear and the better any enlargements made from it will be.

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What can you do with the photos on your phone?
  • Send them to your friends and family via MMS or email from your phone
  • Use them as wallpaper for your phones background
  • Transfer them to your computer via USB cable
  • Create Photo albums, Calanders, Post cards and more with Crazy John’s Photobooks

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What is a Sim Card?

The SIM card stands for ‘Subscriber Identity Module’, which is used to connect your phone to your mobile service (your mobile phone number). All of today’s mobile phones require a SIM card. The modern SIM card can also store approximately 250 contact numbers.


Tip:
Storing your contact numbers on your SIM card means that if you wish to switch phones you can simply swap your SIM card over your contacts will follow. 

Crazy John's Sim Card 

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What is a Call Connection Fee/Flagfall?

Also known as ‘Flagfall’, the call connection fee is a small fee which covers the connection of the call. Keep in mind that even if an answering machine answers the phone a connection is made and the fee is incurred.

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What is 3G?

3G is the third generation of mobile phone standards and technology. It is based on the International Telecommunication Union (ITU) family of standards under the International Mobile Telecommunications programme, IMT-2000. In basic terms it just means it’s the third (and currently latest) in the line of technological advances with mobile networks and phones. Below is a break down of the different generations:
Many of the same things you can do with your home internet but with the ability to do it whilst you’re out and about. Such as:
  • 1G (first generation) networks are considered to be the first analog cellular systems, which started in the early 1980's and followed on from radio telephone systems.
  • 2G (second generation) networks are the first digital cellular systems launched in the early 1990's.
  • 2.5G networks (e.g. GPRS) are the enhanced versions of 2G networks with data rates up to about 144kbit/s.
  • 3G (third and current generation) networks (UMTS and the others included in IMT 2000) are the latest cellular networks that have data rates 384kbit/s and more.


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All offers subject to change and available whilst stocks last. 1) Network Locking: Prepaid handsets are locked to the Crazy John’s network, a $70 fee applies if network locking is removed within the first 6 months from activation date. Postpaid handsets are locked to the Vodafone or Crazy John’s Network, charges may apply to unlock, check handset box for details. 2) Credit Expiry: Prepaid - 30 day credit expiry applies, use your credit on standard talk, text and more, some services excluded. Postpaid - 1 month credit expiry applies, Crazy John’s fair use policy applies, the amount of credit available on certain call types is restricted. 3) Crazy Caps: Available to approved customers who connect to the $19/$29/$49/$79/$99 Crazy John’s Cap for 12 or 24 months. Minimum monthly commitment is $19/$29/$49/$79/$99 respectively. The minimum cost to the customer on the $19/$29/$49/$79/$99 plan over 24 months is $456/$696/$1176/$1896/$2376 and over 12 months is $228/$348/$588/$948/$1188, plus any additional usage above the included value, plus monthly handset repayments over the term of the contract if applicable. Early Exit Fee of $9.50/$14.50/$24.50/$39.50/$49.50 respectively x months left on contract applies if not connected for 12 or 24 months. 4) CrazyTalk: Bonus talk time from Crazy John’s to Crazy John’s mobile services within Australia. Prepaid services require an active credit balance (minimum $0.10) to use CrazyTalk. 5) Free Gift: Offer is valid for a limited time and only to approved customers on selected plans. 6) RRP: Refers to the suppliers Recommended Retail Price for Australian retailers. Click here for full terms and conditions on all our services. 7) Vodafone Caps: Approved customers only. Minimum monthly spends respectively: $29, $49, $79, $99 & $129; minimum total costs over 24 months respectively: $696, $1176, $1896, $2376 & $3096; Early Exit Fees respectively: $29, $49, $79, $99 & $129 x months left on the contract – these costs exclude additional or excluded call and service costs (if applicable). Vodafone live! downloads and some services excluded. Vodafone Pty Limited ABN 76 062 954 554.

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