Cooling-off periods | ACMA

Cooling-off periods

Is there a cooling-off period when I buy a telecommunications product or service?

A cooling-off period gives you the opportunity to change your mind about a product or service you are buying. Cooling-off periods do not always apply to telecommunications products and services so it is important to choose carefully. There is information available to assist you, such as the summary of offer known as the ‘Critical Information Summary' from 1 March 2013 and a range of other information made available on providers’ websites.

If the sale is an ‘unsolicited consumer agreement’ under the Australian Consumer Law, a 10 business day cooling-off period applies. One example of an unsolicited agreement is when a salesperson approaches you at your home without your express invitation or you receive a telemarketing phone call offering you services that you have not requested.


A guarantor is a person who provides assurance for the provider that you will meet your obligations when you buy a telecommunications product or service, such as paying bills on time. In effect, the guarantor is entering into a contract on your behalf.

If a service provider requires you to provide a guarantor, your guarantor will have a special entitlement to a 10 business day cooling-off period, in which he or she may reconsider if they want to be guarantor for your purchase.

Last updated: 10 June 2015