Phone and internet plans come with a lot of fine print. Somewhere in that pile is a short document designed to cut through it: the Critical Information Summary, or CIS. It sets out the key facts about a plan in a standard form, so you can see what you'll pay, what's included and what happens if you leave, and compare plans across providers. This guide explains what's in it and how to use it.
What the ACMA says
The Australian Communications and Media Authority (ACMA) says the Critical Information Summary contains important details about phone and internet services, and that telcos have to give you a copy and publish it on their website. Its advice is to read and keep the CIS before you sign or agree to a contract.
The ACMA also says telcos should make a CIS available for any product or service they offer, and that these summaries compare features and prices in a standard form, so you can easily see differences between telcos.
What a CIS typically covers
The exact content is set by the rules for telcos, which are updated from time to time. In general, a CIS covers information such as:
- the provider and the plan: a description of the service;
- price: the minimum cost and other fees or charges that may apply;
- inclusions: calls, texts and data included, and any limits or exclusions;
- usage costs: for example, what you pay for extra data or calls outside your allowance, and warnings about roaming;
- contract term: whether there's a minimum term;
- payments: when and how you pay;
- leaving: any early termination charges, and what happens to things like device repayments if you change or cancel;
- contacts: customer service and how to make a complaint.
For NBN plans, providers must also give extra information, such as typical busy-period speeds. See NBN speeds explained.
How to use a CIS when choosing a plan
Compare like with like
Because every CIS follows a similar structure, you can line up two or three plans and compare the same items: minimum cost, monthly cost, inclusions, contract length and exit costs. This is much easier than comparing marketing pages, which highlight different features.
Look for the minimum cost
The minimum cost tells you the least you'll pay if you sign up and leave at the earliest opportunity. It's a useful reality check on an attractive monthly price, especially where there are set-up fees or equipment costs.
Check what happens if you leave
Read the section on leaving carefully. For plans with a contract or a device on repayments, it should tell you what you'd have to pay if you cancel early. Our guide to leaving a contract early explains more.
Check usage limits and extra charges
If a plan has limits, such as a data allowance, check what happens when you reach it. Some plans slow your speed; others charge for extra data. For mobile plans, check the roaming information if you travel.
Why keep a copy
Save or print the CIS for the plan you choose, with the date. If there's a disagreement later about price, inclusions or exit fees, it's a record of what you were told when you signed up. Providers change their plans and documents over time, so the version on the website next year may not match yours.
The CIS and your contract
The CIS is a summary. The full terms of your service are in your contract, which telcos often call a standard form of agreement or customer terms. If there's something important to you that the CIS doesn't cover, check the full terms or ask the provider in writing.
Other information telcos should provide
The ACMA says telcos should also publish information on their websites about:
- their mobile network coverage;
- a way to estimate the data or calls you might use;
- the ways you can pay and the format of the bill;
- tools to help you manage your spending;
- international roaming costs;
- their policy for helping if you can't pay your bill;
- how they handle complaints;
- products and services for people with disability;
- the help and support you get after you buy.
This information, together with the CIS, gives you a clear picture before you commit.
When things don't match
If you find that your bill, inclusions or service don't match what the CIS said:
- gather your copy of the CIS, bills and any messages;
- contact the provider, explain the difference and say what you want;
- note the date, who you spoke to and any reference number;
- if the provider doesn't resolve it, contact the Telecommunications Industry Ombudsman.
See complaints and the TIO for the steps.
A quick CIS checklist
Before you sign up, use the CIS to answer these questions:
- What is the minimum total cost?
- What will I pay each month, and does any discount end?
- What's included, and what are the limits?
- What do extra usage and roaming cost?
- Is there a minimum term?
- What would I pay if I left early?
- How do I contact the provider and make a complaint?
Comparing two plans: a worked approach
Imagine you're choosing between two internet plans that look similar on the providers' websites. Open the CIS for each and write the answers side by side:
- Minimum cost. Which has the lower minimum total? Is either inflated by a set-up fee or equipment charge?
- Monthly price. Is either price an introductory discount? When does it end, and what is the price after that?
- Typical evening speed. For NBN plans, which one offers a higher typical speed in the 7pm to 11pm busy period?
- Contract term. Is either a fixed term, or are both month to month?
- Exit costs. What would you pay if you left after three months?
- Equipment. Is a modem included, and do you have to return it if you leave?
Doing this for two or three plans takes a few minutes and often reveals differences that the headline prices hide.
Tips for reading a CIS
- Read it before you sign, not after. It's designed to help you decide.
- Check the date and plan name so you know you're reading the right document.
- Look for words like "minimum", "maximum", "excluded" and "additional charges".
- Ask questions. If anything in the CIS is unclear, ask the provider to explain in writing.
- Save it somewhere you'll find it, such as an email folder with your bills.
If you can't find the CIS
If you can't find the CIS for a plan on a provider's website, ask the provider for a copy before you sign up. The ACMA says telcos must give you one. If you're already a customer and don't have a copy, ask for the CIS that applied to your plan when you signed up. If a provider can't or won't supply it, treat that as a warning sign and note it in any complaint.
For bundles, check whether each service has its own CIS.
Key points
- Telcos must give you a Critical Information Summary and publish it online, according to the ACMA.
- It sets out key details in a standard form, so you can compare plans.
- Check the minimum cost, inclusions, limits and exit costs.
- Keep a dated copy of the CIS for the plan you choose.
- If your service doesn't match the CIS, contact the provider, then the TIO if needed.
Frequently asked questions
What is a Critical Information Summary?
A short document, in a standard format, that sets out the key details of a phone or internet product. The ACMA says telcos must give you one and publish it online.
Where do I find it?
On the provider’s website, usually linked from the plan page. You can also ask the provider for a copy.
Why should I keep a copy?
It records what you were told when you signed up, which helps if there’s a dispute later about price, inclusions or exit costs.
Does it replace the contract?
No. It summarises key information. The full terms are in the contract, often called the standard form of agreement.
What if the plan doesn’t match the summary?
Contact the provider. If you can’t resolve it, you can contact the Telecommunications Industry Ombudsman.
Sources and further reading
Facts on this page were checked against these primary and official sources. Conditions change — confirm before you travel or buy.
- Understand your phone or internet contract — ACMA
- Choosing a provider and what to ask — ACMA
- Help with phone and internet problems — Telecommunications Industry Ombudsman
