How the Critical Information Summary (CIS) can help you pick the right mobile plan

Every mobile phone plan sold in Australia has a Critical Information Summary (CIS) that explains its key features. Here's how to use it to help you pick the right plan.

Last updated:

Unless you happen to be a lawyer, reading a mobile phone contract is rather like picking up the complete works of Shakespeare that have been translated into Russian, then Spanish, then back to English by a poorly coded machine translator. They're often difficult to parse documents that seem like they're designed to baffle – or at least that used to be the case.

As of March 2013, telecommunications providers in Australia are required by law to provide a Critical Information Summary (CIS) that breaks down the core details of a plan in an easy to understand manner. In order to keep things succinct and easy to understand, a CIS should be no longer than two pages.

Where can I find the CIS?

Providers are obliged to provide a link to the CIS for each plan (or a single CIS if it covers multiple plan costs) on their websites. These are typically found with the details for each plan, although some telcos do lump all their CIS links on a single page instead. If the telco in question has a physical store presence they should also be able to provide you with a printed copy in-store.

Looking for a better mobile plan or a new phone?
Compare 300+ plans, 30+ carriers and 30+ phones and find the right choice for you.

What information must it include?

Call costs

A CIS must disclose the cost of calls under the specified plan. This should include minimum monthly costs and the inclusions of the plan. They also typically indicate the cost of a two minute call to a standard Australian number, including flagfall, so you can evaluate the value of any included calling provisions.

Messaging costs

A CIS has to disclose the cost of using SMS services within the plan structure, including the cost of a typical SMS to an Australian number.

Data costs

Data costs at a per-MB level must be disclosed in the CIS, as well as any data inclusions and the rate at which data usage is counted.

Termination Costs

If you opt to conclude the contract early, the provider is obliged to lay out in clear terms the costs that you'll incur if doing so.

International Cost Details

If roaming services are supported by your carrier, the details of any charges that you're likely to incur should be shown, although this doesn't have to be at length and may link to the carrier's site for further detail.

Complaint Details

The CIS should provide contact details for both the telco's complaint resolution centre and the Telecommunications Industry Ombudsman (TIO).

What information can carriers leave out?

The CIS doesn't have to include other carrier details such as coverage maps (which should be easily located on the carrier website regardless), expected connection speeds, full details of international call, text or data costs or any specific details relating to a handset that may be associated with a contract.

Latest mobile headlines

Image: Shutterstock

Related Posts

Latest mobile plan deals on Finder

Ask an Expert

You are about to post a question on

  • Do not enter personal information (eg. surname, phone number, bank details) as your question will be made public
  • is a financial comparison and information service, not a bank or product provider
  • We cannot provide you with personal advice or recommendations
  • Your answer might already be waiting – check previous questions below to see if yours has already been asked

Finder only provides general advice and factual information, so consider your own circumstances, or seek advice before you decide to act on our content. By submitting a question, you're accepting our Terms of Use, Disclaimer & Privacy Policy and Privacy & Cookies Policy.

2 Responses

  1. Default Gravatar
    SusanJuly 28, 2016

    On the Vaya Unlimited am I right that they charge $27 if I want to keep my existing phone number? I thought it was normal now to be able to keep your number without a charge. Certainly is a shock so do you know of any that do not charge please?

    • Avatarfinder Customer Care
      MayJuly 28, 2016Staff

      Hi Susan,

      Thank you for your question.

      With Vaya Unlimited plan, you can actually keep your current number at no additional cost. You just notify Vaya that you’re keeping your current number by nominating it and the provider you are transferring from and also the Date of Birth or Account number held by your current provider during the application. You can find more details about the process on Vaya’s website.


Ask a question
Go to site