Reverse charge calls: failure to notify call rates

The TIO often receives complaints from phone users who, upon receiving an unexpectedly large bill for reverse-charge calls, object to the phone company not notifying or advertising the call rates prior to the commencement of the call.

Under Clause 4.3.1 (g) of the Telecommunications Consumer Protections (TCP) Code, 'A Supplier is not required to give a Customer information ... if it is reasonably impractical for the Supplier to provide the information before or at the time of entering the Contract, so long as the Supplier subsequently makes that information available.' This would apply to the time a reverse charge call is received. The TIO considers that it is usually impracticable for a provider to offer specific price information and for a customer to enquire as to call charges at the time a reverse charge call is presented.

Where a complainant raises the issue of a provider failing to notify call rates when presenting a reverse charge call for acceptance, the TIO will not investigate on that basis alone. However, the TIO will investigate where it is alleged that a provider, when asked, failed to notify rates or otherwise failed to provide a pathway so that the customer could obtain such information. The TIO will also investigate where it is alleged that a provider gave incorrect advice about rates; that information about call rates was not easily accessible to a customer upon enquiry; or, that a provider in any way pressured a customer to accept a reverse charge call.

In any given case involving disputed charges, the TIO will consider whether or not to apply its position in relation to 'Unlimited credit - financial over-commitment'.

See Billing not by Preferred Provider for discussion of other disputes about reverse charge calls.

Last updated: 6 August 2003
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