Dialling up despair: Dissatisfied phone customers spend $1.2 billion more

Posted: 14 September 2021 4:44 pm
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A significant number of Australians don't think they're getting a good deal with their current mobile phone provider, according to new research by Finder.

A nationally representative survey of 863 Australians with a mobile phone plan revealed nearly a third (29%) are unhappy with their current provider.

The research shows customers who aren't satisfied with their provider are spending $252 more per year than happy customers on average – equivalent to $1.2 billion in extra mobile plan spending per year.

For 1 in 8 (13%) Australians, switching providers is too much of a hassle.

Angus Kidman, tech expert at Finder, said Australians need to ditch the devotion to their mobile providers.

"Switching your mobile plan is not difficult – once you choose your preferred new provider they'll do all the heavy lifting for you."

Unsurprisingly, those who say they were happy with their current phone plan have the lowest monthly phone bills, with an average cost of $47.

Those who aren't satisfied with their provider are paying $68 per month on average. That's a difference of $21 per month or $252 per year.

Those who are on a contract are paying the most – $84 per month on average.

Kidman said consumers should look beyond the big 3 providers for a better deal.

"Smaller providers use the networks run by the main players, but tend to have more competitive offers.

"Another option is to switch to a prepaid plan. This can help to reduce any excess data charges, and is also useful when budgeting your expenses because you know exactly what the cost is going to be."

The survey found 7% of Australians are on a phone contract and can't make the switch, while 6% don't want to lose their phone number.

"There's a misconception that switching mobile providers means giving up your phone number – but that's not the case. When you sign up to your new provider, let them know you want to transfer your old phone number over and they'll do it for you.

"Just make sure you don't cancel your old plan before signing up to your new one," Kidman said.

What is the main reason you won't switch mobile plan providers?%
I'm happy with my current phone plan71%
Too much of a hassle13%
I'm on a contract7%
I don't want to lose my phone number6%
My provider is the only one with sufficient reception in my area3%
Source: Finder survey of 863 Australians with mobile plans, July 2021

Thinking of switching mobile providers? Compare mobile phone plans at Finder.

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