FAQs

Questions? We have answers to your mobile frequently asked questions...

If you can’t find what you’re looking for, give us a call on 13 30 61.

Getting started

Using your mobile phone

Premium mobile services

Global roaming

International call rates


Getting Started

What plans are available?

To view all of our mobile plans go to our TransACT mobile plans and pricing page.

back to top

What handsets are available?

We offer a great range of mobile handsets to suit any budget and lifestyle. You can purchase a handset outright from one of our stores or you can add it to your mobile plan as part of your monthly bill.

back to top

Can I keep my existing number if I transfer my mobile service to TransACT?

Yes - you can keep your existing number when transferring your mobile service from another provider. When signing up to TransACT complete the ‘porting’ section of our application form.

back to top

How long will it take to receive the SIM?

You will receive your TransACT SIM via post. In most cases you will receive it within 2 days.

Alternatively you can pick up your SIM when you connect to TransACT mobile services at our stores.

back to top

Where can I pick up my new handset?

If you purchase your handset over the phone or online your handset will be sent to you by courier.

If you purchase your handset from one of our stores you will receive your handset while you’re there.

Are handsets locked to the TransACT network?

Most of the handsets sold by TransACT are unlocked, except for mobile broadband some handset models.

For more details about your mobile contact our Customer Care team or visit one of our stores to speak to one of our friendly team members.

back to top

Can TransACT’s mobile service be included in a TransACT and ActewAGL bundle in the ACT?

Yes, in the ACT most mobile plans can be added to your ActewAGL and TransACT bundle. Find out more about the Bundle.

back to top

Using your mobile phone

How do I set up WAP, GPRS, MMS and email?

WAP, GPRS, MMS and email services allow you to browse the web, send multimedia messages or send emails from your mobile.

Please note that these services are network and handset dependent so some services may not be available on your handset.

To activate WAP, GRPRS, MMS and email services on your mobile call us on 13 30 61.

Once your services have been activated, use our online set up tool to complete the process.

back to top

How do I set up or access voicemail?

Setting up voicemail is easy, and will mean that you never miss a call again. When voicemail is activated, callers will be diverted to leave a message on your voicemail service. Up to 20 messages of up to five minutes per message can be stored on this service.

To access or set up voicemail dial 121.

To access your voicemail from another phone dial 0414 121 121.

back to top

What services are available with 3G?

3G wireless technology delivers a superior mobile internet service on any 3G-compatible handset.

3G technology allows you to communicate through video calls, access more information online and opens up a world of entertainment to your mobile.

The expanding 3G Vodafone network coverage is available in the metro areas of Canberra, Sydney, Melbourne, Adelaide, Perth, Brisbane and the Gold Coast.

back to top

What entertainment is available on my mobile?

With TransACT you have access to Vodafone Central where you can enjoy world-class news, sport and entertainment on the go. Here you can find out how to personalise your mobile with new pics and tones. You can also unwind with the latest games, surf the internet, email friends or keep up with your favourite social networks.

back to top

What are premium services?

Premium mobile services or '19' SMS services are information and entertainment services that can be accessed from your mobile phone. These services are generally provided by third parties and are charged directly to your TransACT bill.

To find out more about Premium mobile services and related charges in the TransACT mobile welcome guide

back to top

Can I use my TransACT mobile SIM overseas?

Yes, international roaming allows you to use your mobile when you are overseas across 90 countries and 200 networks. Additional fees and charges apply which may be substantial.

To activate international roaming call us on 13 30 61. Please note, activation may be subject to credit terms and may take up to five business days.

To view TransACT’s preferred international network providers click here.

To view TransACT’s international call rates click here.

back to top

Premium Services

What are premium services?

Premium services are information and entertainment services offering a wide range of content that can be accessed from your mobile phone. These services are generally provided by third parties, and are charged directly to your TransACT bill.

Some examples include:

Premium Voice Services:

  • Psychic and horoscope hotlines
  • Voting lines for TV reality shows
  • Dating and chat lines
  • Exam result hotlines

Premium SMS/MMS Services:

  • SMS voting for TV reality shows
  • SMS jokes and horoscopes
  • SMS news, sports and weather updates
  • MMS music video clips
  • Ringtones, games & wallpapers
  • Text & win competitions and trivia

back to top

How do I access premium services?

Premium services are advertised in all types of media including television, newspapers, radio, magazines, SMS and scratch cards and on the internet.

Typically you will need to call the number advertised, SMS a phrase or word to a number beginning with '19' or enter your mobile number into a website which is advertising premium services.

back to top

How much do premium services cost?

The cost differs considerably from provider to provider and depends of the type of services you're looking to access. You can be charged anywhere between your standard text message rate to more than $6.60 per message so it's very important to look at the cost and the pricing model before you sign up.

You can be charged for premium services in several ways:

  • Flat rate – you pay a fixed amount for each call you make, or SMS sent to and/or received from the premium service.
  • Subscription – you pay an ongoing subscription fee with associated charges per week/month or by content etc.
  • Joining fees – in addition to a subscription you may also be charged an additional fee to join.
  • Timed rate – your call will be timed and you are charged at a per minute rate.
  • Data volume – you pay according to how many kilobytes of data you download.

Note: 19 SMS services are more likely than not to be subscription services. Whenever you are buying content using a 19 number - such as a ringtone - you will in all likelihood be signing up to receive more than one and to pay for more than one.

back to top

Who's responsible for the cost?

You, the account holder, are responsible for the cost of any calls made from your mobile, including charged incurred for premium services and calls made by family and friends, even when made without your knowledge.

Premium SMS and MMS charges will show up in the usage charges section of your bill under the heading 'Premium SMS'.
TransACT strongly recommends the use of barring premium SMS and MMS services to restrict all access to '19' numbers if you are concerned about overspending. This will not affect calling or texting other numbers.

There are a number of specific rules that relate to the provision of premium services to ensure that customers are fully informed about the price and content of the services.

Account holders may not be liable for charges when:

  • the service did not comply with the relevant legislation or regulation
  • they resulted from a billing error or fault
  • there was insufficient or no warning that premium rate charges would apply

back to top

How do I unsubscribe from a premium service?

To opt-out or unsubscribe reply to the premium service SMS or MMS you receive with the keyword 'STOP'. You will generally receive a free confirmation SMS confirming that your unsubscribe request has been successful and you should also be removed from their marketing database.

Sending 'STOP' will not subscribe you to any new premium services.

If you have multiple premium services (from various '19' numbers), you'll need to reply back with 'STOP' to each one separately.

If after 24 hours from your unsubscribe request you are still receiving premium SMS or MMS messages, you should contact the contact provider directly. Their customer help desk number should be listed with the premium service SMS or MMS you receive, or can be found by visiting 19sms.com.au and entering the '19' number you have received messages from. Alternatively, contact TransACT on 13 30 61 for further assistance in finding their details.

back to top

Barring premium services on your mobile

As a TransACT customer you can bar all premium SMS and MMS services for free.

Barring all premium SMS and MMS services means that you won't receive, be charged for, or be able to use these services after barring is activated. There is no charge to activate barring and it will not restrict your access to other services such as regular SMS messaging, or making calls.

To request barring of all premium SMS and MMS services call TransACT on 13 30 61 or fill the online enquiry form with following info: customer mobile number and the date to commence barring of premium services.

Your request to bar premium SMS and MMS services will be actioned within 1 working day of the request being received.

back to top

Premium services tips

Before you opt-in to any service:

  • CHECK what you are actually purchasing.
  • CHECK the cost of the service.
  • CHECK if it is a subscription or one-off.
  • CHECK if your phone is compatible.
  • CHECK the terms and conditions.
  • ASK questions if you are unsure.
  • Keep RECORDS of what you opt-in/opt-out for.
  • Text 'STOP' at any time to cancel.

back to top

Concerned about your use of premium services?

If you have any premium service disputes you should contact the service provider in the first instance. Their contact details can be found at: www.19sms.com.au/.
If you are unable to resolve your complaint with the content provider, please contact TransACT on 13 30 61 for further assistance.
If we are unable to resolve this matter you can contact the Telecommunications Industry Ombudsman (TIO). The TIO is an office of last resort for complaints about phone and internet services.
Freecall – 1800 062 058
Freefax – 1800 630 614
TTY – 1800 675 692
Translator and interpreter service – 13 14 50
Email – tio@tio.com.au

back to top

Further information

  • 19SM - Your Guide to Mobile Premium Services
    www.19sms.com.au
  • Communications Alliance
    www.commsalliance.com.au\
  • Str8tlk - Australian Mobile Telecommunications Authority
    www.str8tlk.amta.org.au
  • Telecommunications Industry Ombudsman
    www.tio.com.au
  • ACMA- Mobile Phones: Child Safety Checklist
    www.acma.gov.au/WEB/STANDARD/pc=PC_100694
  • ACMA- Mobile Premium Services FAQs
    www.acma.gov.au/WEB/STANDARD..PC/pc=PC_311206

back to top

Global roaming

What are the call charges for global roaming?

Calls made to or from a mobile that is overseas and has global roaming activated will incur both incoming and outgoing call charges.

We are unable to let you know call costs before you travel because calls are charged at the rate of the international carrier that picks up the call.

back to top

What are the SMS charges for global roaming?

SMS charges are 80c per 160 characters (incoming or outgoing).

back to top

What are the data usage charges for global roaming?

Data is charged at 1.5c per kb whilst overseas. If you don’t intend to use data when you’re overseas, we recommend that you deactivate this service before you leave Australia. Inadvertent data use while roaming overseas can incur very significant charges.

back to top

Additional advice for global roaming?

If you’re overseas you will incur charges for both incoming and outgoing calls. If you don’t want friends ringing you, turn on your voicemail.

It can also be helpful to record a message that lets everybody know that you’re overseas and to text you if the call is urgent.

back to top

How can I check my usage while I am overseas?

There are a number of ways you can contact us while you are abroad. You can contact TransACT billing support while you are overseas by phone, email or online enquiry form. 
Phone (international): +61 2 6229 8000 
Email: customercare@transact.com.au
Online Enquiry Form: http://www.transact.com.au/en-ACT/contact 
 
Please note: Pre-bill information provided to you will not be available in the same timely manner as when using your TransACT mobile within Australia. There may be delays of days, weeks or even months due to information delays from the overseas carrier network you are roaming on.

back to top