Mobile Capped Plans Report – Bill Shock | ACMA

Mobile Capped Plans Report – Bill Shock

Almost four in 10 mobile phone users have a mobile capped plan, research shows

Mobile capped plans: Consumer attitudes and behaviours, a report of the Australian Communications and Media Authority (the ACMA) commissioned research released in November 2009, shows that 39 per cent of mobile phone users have a mobile capped plan.

Of those with a mobile capped plan, 72 per cent were satisfied with the options available to track their expenditure, with 59 per cent citing perceived value for money as their reason for adopting a mobile capped plan.

Sixty-eight per cent claimed to know what is included and excluded in their mobile plan, however 58 per cent stated that they have exceeded their cap expenditure limit at least once in the last year. The figures indicate that 57 per cent did not exercise the expenditure tracking options available, with 33 per cent of this group saying ‘they can’t be bothered’.

Users of mobile capped plans indicated high levels of satisfaction overall with their mobile service, at 81 per cent. Among the survey sample, reasons given for dissatisfaction across all mobile services included: reception/coverage issues 54 per cent; too expensive 18 per cent; bad customer service 17 per cent.

Across the total sample of mobile phone users, 83 per cent stated they were satisfied with their mobile service.

The ACMA research undertaken by Ipsos MediaCT is the main source of data in this report. This research consisted of two national telephone surveys of telecommunications users in March–April 2009. The first survey (1604 respondents, aged 18 and over) explored issues surrounding landline and internet usage and the second (1305 respondents, aged 15 and over) explored mobile phone usage and behaviours.

The report–Mobile capped plan: Consumer attitudes and behaviours will form part of a wider evidence base to inform the ACMA’s recently announced Reconnecting the Customer inquiry.

The full report is available in PDF (620 kb) or Word (810 kb) formats.

Last updated: 17 December 2012