Pre-selection is a legacy telecommunications feature that enables consumers to choose a different telephone service provider for calls other than local calls. Pre-selectable services include national long-distance calls and international calls. Pre-selection only applies to standard telephone services provided over legacy telephone networks—it’s not available for telephone services provided over the National Broadband Network (NBN), wireless telephone services or mobile services.
Part 17 of the Telecommunications Act 1997 requires certain carriers and carriage service providers to provide pre-selection for eligible standard telephone services (standard telephone services provided over legacy telecommunications networks). Under this part, the ACMA has made the Telecommunications (Provision of Pre-selection) Determination 2015, which outlines that customers of carriage service providers can access pre-selection for eligible standard telephone services. The Industry Code C515:2015 Pre-Selection (developed by Communications Alliance) sets out how carriage service providers provide pre-selection. This code is registered with the ACMA.
If there is a complaint about pre-selection or billing, consumers should contact their provider first. If it cannot be resolved, consumers can contact the Telecommunications Industry Ombudsman (TIO) by calling 1800 062 058 or via www.tio.com.au.
Customer Service Centre on 1300 850 115 or firstname.lastname@example.org
Last updated: 22 August 2018