Issue Date:  -  Friday, 18 June 2004

Trouble Calling

High Pressure Mobile Phone Offers

Reports of offshore sales callers bullying WA consumers with offers of so-called ‘free’ mobile/camera phones that turn out to be anything but free have authorities concerned.

The Department of Consumer and Employment Protection has received complaints about a Perth based telecommunications company that uses an off shore sales call centre.

Consumer Protection wants to hear from consumers who consider they were harassed into agreeing to an offer or were unsure of who they were dealing with.

"Consumers are telling us about sales people with heavy Indian accents cold calling them with offers of free mobile phones and deals for their home phone services", Consumer Protection Commissioner Patrick Walker said.

"A common thread seems to be that the calls are coming from outside of Australia and we are told consumers are being asked a series of rapid fire questions and being asked to confirm their identity and address with their Medicare numbers.

"This has us concerned as one elderly consumer asked them to send her some information in the mail, and received by courier two mobile phones and a contract document which could have incurred unaffordable costs over two years", the Commissioner said.

The Consumer Watchdog fears that the combined poor quality of some international phone connections, the accent of callers and the fast questioning used could cause a consumer to be confused and agree to something they don’t want and cannot afford.

Due to a similar sounding name used by the callers, Consumer Protection is also anxious to hear from consumers who thought they were dealing with Telstra.

"Some consumers are concerned that the cold callers are trying to switch them over to another service provider.

"Service provider switching has been an issue in the past with many consumers not knowing their account had been changed until they received a bill from a different service provider", Mr Walker said.

Consumers who have been approached by other telecommunications companies who would like confirmation that they are still with Telstra, can telephone 12711 for an automated response, which tells them who is providing their long distance services.

There is no indication that the mobile phone products being offered by the offshore cold callers are defective or not being provided.

"As a basic rule, always be very cautious of any cold callers, especially if they want any personal information about you.

"There are often jurisdictional issues when consumers buy from overseas and later encounter problems where they need our help.

"It is wise to first shop around and find out about local offers and consider dealing with traders who are fully covered by WA’s consumer protection laws.

"The types of deals being offered are widely available elsewhere and are not going to disappear overnight, so consumers should not feel rushed into making an on the spot decision.

"Hang up on any hard pressure sales people who cold call you. If they persist and harass you, report the incidents to us", Commissioner Walker said.

The Consumer Protection Hotline is 1300 30 40 54 or by email at consumer@docep.wa.gov.au .