Premium Services Pricing Information

We want to help you manage your charges for Premium Services

Often, an unexpectedly high bill results from the use of Premium Services. We want to help you understand what a Premium Service is and some of the things to watch out for when using Premium Services, to help you avoid getting a nasty surprise when you receive a bill.

What is a Premium Service?

Premium Services are content or live advice services which can be accessed by making a phone call, by sending a message (eg SMS) or via data connection from your mobile phone using GPRS/WAP services. They include chat services, voting on TV shows, information updates, information lines (such as horoscopes or weather services) entering competitions and buying ring tones, wallpapers and games for your mobile phone. Some of these services may be accessed from our WAP portal, others may be accessed by you directly using numbers advertised by third parties.

Premium Services may start with their own prefix such as “19”, “190” or “188”. Please note that international calls also cost more than standard calls.

Some services offer access to premium data services. Examples of such services include news updates, sports or weather reports, ring tones and wallpaper.

How can you be charged for Premium Services?

There are a number of ways in which you can be charged for Premium Services. These include:

  • Flat Rate – this is where you are charged a fixed amount for each SMS or MMS message you send or call you make. For example, you could be charged $5.00 for a ringtone or, if you use an SMS chat service, you could be charged $1.20 for each SMS you send.
  • Timed Rate – this is where your calls or data services are timed at a rate per minute. With some calls you won’t just pay for the length of the call, you may also be charged a connection fee, called a flagfall. For example, a live chat service may charge you $5.00 a minute, plus flagfall.
  • By volume – with some premium services, you may also be charged according to the amount of data you download from or via the network.
  • By subscription – in some cases you are required to subscribe for a Premium Service, which means ongoing subscription fees are payable even after the initial call or message, or after you have received the relevant data or other content on your phone.

Failing to keep track of your Premium Services can lead to an unexpectedly high bill, and financial difficulties for you if you are unable to pay (including the possible restriction or suspension of your service and the recording of a default in your record with credit agencies, which could affect your ability to get credit in future).

Who is responsible for the charges?

The responsibility for your mobile, and the cost of any calls made from your mobile, usually rests with you. This includes Premium Services used 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, you may not have to pay for the service.

If your phone is lost or stolen you should let us know straight away by calling us on 1300 303 646, so that we can take action to block your account.

What can you do to reduce the risk of a higher than expected bill?

Some of the things you can do to help manage your spend on Premium Services include the following.

Before using a Premium Service, please check the price of the service carefully. The prices for each Premium Service should be listed with the number. We also suggest you keep track of how many times you use Premium Services, how long your calls last, and how many messages you send. The charges for Premium Services can quickly add up, especially when you use subscription-based services, and it can be easy to lose track of these costs.

  • Always check the cost of the Premium Service before you use it.
  • Keep track of how many calls you make, or how often you access these services.
  • Keep track of how long they last as the costs can quickly add up, possibly creating an unexpected high bill and potentially contributing to financial difficulty.
  • You can check your usage online at crazyjohns.com.au/myaccount or by calling our Customer Contact Centre on 1300 303 646 (note there is a 24 hour delay in updating your usage).
  • You can bar outgoing calls and messages. Please call our Customer Contact Centre to discuss your barring options.
  • To guard against the risk of unauthorised use of your mobile phone, you may (depending on your phone’s functionality) be able to place a security access code on your phone. Check the instructions for your mobile phone handset to find out about security access codes for your phone.

Concerned about your use of Premium Services?

To discuss any concerns you have about Premium Services and/or the costs you have incurred, please call our Customer Contact Centre on 1300 303 646.

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

Phone: 1300 650 410
Freecall: 1800 062 058
Freefax: 1800 630 614
TTY: 1800 675 692
Email: tio@tio.com.au
Translator and Interpreter Service: 131 450

If you have a complaint about the content of a 19 service you can contact the Telephone Information Services Standards Council (TISSC). TISSC investigates complaints about message content and advertising of 19 Premium Services.

Phone: 1300 139 955
Fax: (02) 9211 4447
Email: tissc@tissc.com.au

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

For calls from Melbourne: (03) 9963 6988
For calls outside Melbourne phone: 1300 850 115
Fax: (03) 9963 6989

Version: 070806 Premium Services Pricing Information 

 




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 Crazy John's 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. Click here for full terms and conditions on all Vodafone services.

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