Pre-paid FAQs

 

 

 

Question

What types of prepaid mobile services sales require identification (ID) information to be collected and sighted on the pepaid mobile services form?

Answer

Sales of all types of prepaid mobile services including packages of a handset and USIM (card) as well as USIM (cards) only.  This applies to purchasers for private, business and charity use.

Question

Does this include top-up of prepaid mobile services credit?

Answer

No, nor does it apply to upgrading a 2G SIM card to a 3G SIM card. However, the purchase of a new handset and USIM (card) or a new USIM (card) will require ID to be produced.

* Note: Where a mobile service is transferred to another customer i.e. friend or family member, this is considered a new service and ID must be produced.

Question

Why is it necessary to capture the customer's ID?

Answer

By law certain details must be sighted and recorded on a prepaid mobile services form when a customer purchases a prepaid mobile service.  The provisions of this law can be located on the Australian Communications and Media Authority (ACMA) website.

Question

What types of ID can be used?

Answer

Different levels of identification are required depending on the number of prepaid mobile services the customer has and the method of payment.  These are outlined in the Checklist Documents supplied by your mobile service provider.  This Checklist is available on the website of your service provider and also on the AMTA website.  View Checklist here. 

*Note:  The Checklist contains forms of ID that people under 18 or 16 years of age may have as proof of ID.  These people may not have all types of ID available.

Question

Can the credit/debit card that is used for the purchase be used as the proof of ID?

Answer

Yes.  This is also the case for people under 18 or 16 years of age.

Question

What happens if the proof of ID is known to be false?

Answer

The mobile service provider can refuse to supply service and can disconnect a current active service.

* Note:  Knowingly giving false or misleading information may be a serious offence under the Criminal Code Act 1995 (Cmth), punishable by imprisonment for up to 12 months.

Question

Is there a limit on the number of prepaid mobile services a customer can purchase?

Answer

No. However a greater level of identification is required when a customer reaches 5 or more prepaid mobile services.

* Note:  ID must be produced for EACH prepaid mobile service that is purchased and a separate form filled in for each one.

Question

What if a customer refuses to provide the required information to complete the form?

Answer

The customer must be informed that the prepaid mobile service will not be activated until certain information is provided.   * Note: In this case the retailer can refuse to sell the product.

Question

What happens to the information that is captured?

Answer

The inforamtion is retained by the mobile service provider for as long as the service is active.  It may be provided to government or law enforcement agencies for lawful purposes such as investigating criminal activity.

Question

How will compliance with the new prepaid mobile service ID check process be ensured?

Answer

The Australian Communications and Media Authority (ACMA) is the regulator for the telecommunications industry.  ACMA will carry out audits of information held by mobile service providers and conduct mystery shopper spot checks at point of sale outlets to ensure that the form is being completed correctly.