FAQs

I’m thinking about becoming a customer

YES!

We transfer your number from your existing provider for you.

Just follow the prompts in the application and we’ll be sure to hold onto your old mobile number for you.

When your new sim card arrives, just give us a call and we will take care of transferring your service across and cancelling it with your old provider.

The activation process normally takes less than an hour!

Yes!

You just need to make sure it meets these requirements:

– It’s unlocked and can be used on any network

– It’s compatible with 3G or 4G networks

If you’re not sure about this, ask the retailer you purchased the phone from or your previous carrier.

It’s really important you make sure your phone is unlocked before you activate your SIM; billing begins as soon as your SIM is activated.

The combined 4G and 3G coverage footprint reaches 98.8% of the Australian population and covers a 3G and 4G footprint of 1.62 million square kilometers.

The service utilises parts of Telstra’s 3G & 4G Mobile Network.

Click here to check 3G/4G coverage at your location

The 4G component uses a combination of 1800MHz /700MHz for coverage with 2600MHz added for capacity in selected areas. The 3G component uses 850Mhz for coverage.

The coverage footprint is underpinned by over 7100 4G and 8100 3G sites.

We only bill monthly. This means payment is due on the same day each month

We don’t think its fair to bill on a 28 day or 30 day cycle like others do. We give you the full month.

And it’s also easier to remember when to make payment!

Better Life Mobile plans do not allow for international calls unless you have purchased an International Calls Bolt On. Click here for more information

Roaming whilst overseas is not possible on our service. If you’re travelling, we recommend purchasing an international calling card or a cheap prepaid sim in your destination country.

These are the specifications your mobile phone must have to use our service and this is common requirement.

Your mobile phone must be unlocked from any carrier including Telstra. ‘Unlocked’ means, your mobile phone can use any carrier in Australia. If you’re not sure, the quickest way to check is to place a different carrier’s SIM card into your mobile phone, turn it off and back on, and if it works, your good to go! For example, if you normally use a Telstra sim or provider that uses Telstra networks, try an Optus sim card. If you are not able to do this, you can locate the mobile phone’s IMEI serial number and provide this to Optus/Telstra/Vodafone and ask them to check your phone for you. To locate your IMEI check the ‘about’ section in your phone settings or, dial *#06# and it will display on your mobile phone’s screen.

Better Life Mobile ABN 47 607 567 671 uses parts of the Telstra Mobile Network that cover more than 98.8% of the population with 3G and 97.9%of the population with 4G.The 4G component uses a combination of 1800MHz /700MHz for coverage. The 3G component uses 850Mhz for coverage. Please make sure that before you have your phone unlocked, buy a new one or activate your sim card – you have checked that the mobile phone can access these frequencies.

You should also check that there is coverage in your area using the coverage map here : https://mobilemaps.net.au/maps/api/embed/4G

Yes, absolutely, that’s our thing.

We’re offering the best coverage on our plans, and that means we’re not necessarily the cheapest out there.

But we really believe in connecting the greatest number of Australians, and that means finding them the best deals we can.

The reality is, even though we’re not the very cheapest at first sight, we’ll always be the cheapest because we’ll never find a tricky way to bill you more.

No way!

There are no lock-in contracts with Better Life Mobile and you can cancel anytime!

Although, our customers rarely want to leave us.

We seek to treat customers as people.

A lot of telcos see customers as sales opportunities to put them on a plan and upsell them.

At Better Life, we’re saying, “I hope you don’t mind, but we’ll only ever down-sell you.

If there’s a better deal, we’ll move you there. If we can get more data, we’ll give it to you.”

One hundred percent.

Honesty and transparency are at the core of our business.

We’ve managed to get these great deals by securing strong partnerships with providers who believe in our mission.

This service is for everyone!

It’s a great product for those on low-income benefits.

But this service is available for all, and the great thing is, the more people who sign up, the better prices we can get for our plans.

Yes, MMS are included on our plans.

You should read the Critical Information Summaries under the FAQ section of our web page for full detailed information on what’s included on each plan.

Two ways:

You can click on the “View Plans” link above to choose your plan and enter your information, or you can request an order form by calling 03 9018 5349 or emailing sales@betterlifemobile.com.au

Setting up an account

Two ways:

You can click on the “View Plans” link above to choose your plan and enter your information,

or you can request an order form by calling 03 9018 5349 or emailing sales@betterlifemobile.com.au

Your SIM will be in the mail within 24 hours of receiving the order and payment.

Australia Post normally delivers within 1-5 working days.

Once your sim arrives, you just need to give us a quick call.

For new numbers, we’ll activate your sim and provide your new number over the phone.

If you are transferring an existing mobile number to Better Life Mobile, you will need to call us when you new sim arrives, and we will then arrange the transfer for you. This usually takes less than 1 hour, possibly longer if there are technical issues or incorrect information provided for the transfer.

Your date of birth is required for two purposes. If you are transferring a pre-paid number we use date of birth to complete the transfer.

This will be the date of birth which was provided when the mobile number was first activated.

This may not be your date of birth. It may be whoever first purchased and set up the number.

We will also need your own date of birth to register your number with us.

Accounts and billing

Payment Options:

All prices are in Australia Dollars and include GST

Credit/Debit Card Payment Options:

Manual Credit/Debit Card Payment: You may contact us each month on 03 9018 5349 or email us at accounts@betterlifemobile.com.au to make a payment with your credit/debit card. We accept Australian Mastercard and Visa cards only.

Reccuring Card Payment: At the point of purchase online, or if you contact us wishing to use this free service, you may select the option to automatically deduct the price of the plan each month.

– The payment will be automatically made 2 days prior to your monthly invoicing date.

– If your credit/debit card is declined, you will receive an email or SMS informing you that we will be trying the card again tomorrow.

– If your credit/debit card is declined again (the next day), you will receive an email or SMS informing you to make a payment by contacting us with new payment information or to make a deposit in our account.

Bank Transfer/Bank Deposit:

As a customer of Better Life Mobile you can make payments via “Bank Transfer” or “Bank Deposit” to the following Commonwealth Bank account:

BSB 063 119

ACC 1047 2785

Reference: (Your mobile phone number)

Note: Only your mobile number must be entered as the payment reference with no spaces and no other names etc. This will ensure the payment reaches your account.

Centrepay:

To organise Centrepay deductions, you can visit a Centrelink branch or call them: http://www.humanservices.gov.au/customer/contact-us/

To setup the deductions provide the following:

– Service Provider: Better Life Group Pty Ltd

P.O Box 271 Sandringham VIC 3191

– Centrelink Provider Number: 555116274k

– Account Number: (Your BL mobile phone number)

– Reason: Mobile Phone Plan

– Amount to deduct each fortnight: *Different per plan

**Date to start deductions is next available pay date**

Billing information:

Reminders* for payment will be sent via Email or SMS:

– 5 days prior to invoicing date

– 3 days after invoicing date

– 8 days after invoicing date (outgoing calls will be barred) and 11 days after invoicing date (suspension).

*Customers can opt out of these reminders if they wish.

*Customers setup with a reccuring credit/debit card will not be receiving these reminders unless their card is declined.

Other Information:

– If at anytime you wish to stop automated credit card payments please contact us via email or call 03 9018 5349

– If you stop making Centrepay deductions we advise you to make payments via deposit or contact us to discuss Credit card options.

Included talk minutes are counted in 1 minute increments, not in seconds.

Data on all plans in measured in 1KB increments.

To save you the stress of accidental downloads, we’ve disabled premium downloads on our plans.

Refunds will always be processed back to the same person, via the same payment method used.

If you want to cancel your service, let us know the date you want your service to end.

You won’t get a refund for the current billing month, so your best bet is to wait until the end of the month.

If you are planning on transferring your mobile phone number to another carrier, you need to do this while your account with Better Life Mobile is still active.

It might not be possible for the transfer to happen place once your account is closed.

Organisations may apply for our Partner Referral Program which provides a payment for each plan which is ordered with a Partner Code.  The payment is made each month for each plan.

This is a great way for us to support the organisations that support our clients!

Better Life hosts a number of social projects too. Call and ask to speak to our Community Engagement Manager or email community@betterlifemobile.com.au if you would like more info!

 

Call for more information on the Better Life Partner Referral Program.

03 9018 5349

What is your billing cycle? Monthly, 28 days or 30 days?

We only bill monthly. This means payment is due on the same day each month

We don’t think its fair to bill on a 28 day or 30 day cycle like others do. We give you the full month

And it also easier to remember when to make payment!

We understand there are times and unforeseen circumstances that prevent someone from being able to pay their mobile bill. We want to help, and in most cases can always work with you to find a solution to get you through that tough time.

Better Life Mobile Financial Hardship Policy

There are a range of circumstances that can cause financial hardship and it may be for only a short period of time, or for a longer duration. Unfortunately there are situations that can occur that are beyond our control. These may include sudden illness, loss of employment or any other reasonable cause such as the death of a spouse or partner.

Better Life Mobile can provide a range of payment options to make keeping your mobile phone affordable. We offer the ability to pay via CentrePay , can discuss weekly and fortnightly payment plans with you and can even refer you to a range of payment and service options so you can stay connected now and in the future.

We can also adjust your plan without additional fees in line with your budget. Best of all, all our plans are designed to ensure you can’t incur fees and charges above your initial plan cost. Our plans are capped so you won’t get any nasty surprises, late fees, service fees etc. We’ve made our plans as predictable and transparent as possible so you will always know exactly how much you are going to have to pay each month for your mobile phone.

When you contact our support team, we will assess your individual circumstances. In order for us to make a recommendation to you and agree how we can help, it may be necessary to ask you some questions about your situation, such as your current financial circumstances, income, duration of hardship, and the types of mobile services you need. You don’t have to answer these questions, but they do help us understand how best to help.

Generally, when a customer contacts us, this is an opportunity for us to also assess their usage against the plan that they are on. In some cases we may be able to offer a plan that better suits their needs and costs them less.

You can contact us by phone on 03 9018 5349 or 1525 from your mobile phone, or email us at support@betterlifemobile.com.au

One of our team members will be able to assist you any time Monday to Friday between the hours of 9am to 5pm.

If you need financial advice give one of our friendly support staff a call! We’re well connected! Better Life Mobile is a ‘social enterprise’ organisation supported by hundreds of welfare and support services right across Australia. So we have friends in all the right places! We can help refer you to local community support agencies and offer a free referral service to get you the help you need. Call us anytime Monday to Friday 9am-5pm for free, confidential support and referral or email us at support@betterlifemobile.com.au

Data

You can check your data balance by sending an SMS
with the word Bal to 0490 19 19 19.

1GB* of data will approximately allow you to do one of the following:

– General Websurfing for up to 7 hours (exc. streaming videos).

– 27×5 minuntes of 720p quality video streaming.

– 51 hours of voice calls on Skype.

*This is subject to use on your phone.

*Different phones have different qualities and downloads may differ from each.

*Multiply this by the number of GB allowed on your plan for your own usage estimate.

Sending a tweet Minimal (a few kB)

One Facebook status update Minimal (a few kB)

Refreshing Twitter stream (approximately 10 times) 70KB

Refreshing Facebook news feed 50-200kB

GPS maps (1 location search) 150-200kB

Email (100 sent/received without attachments) 2.5MB

Music streaming (3 minutes) 3MB

Radio streaming (10 minutes) 15MB

Email (10 sent/received with attachments) 18MB

General web browsing (30 minutes) 10-20MB

YouTube video streaming at 720p (5 minutes) 37.5MB

Downloading a standard length TV show in Standard Definition TV show 800MB

Downloading a standard length TV show in High Definition 1.5GB

Downloading a standard length movie in Standard Definition 1-1.5GB

Downloading a standard length movie in High Definition 4GB

Streaming High Definition content Up to 3GB/hour

Navigating on Google Maps (10 minutes) 6MB

We’ll provide you with SMS or Email alerts once you’ve reached 50%, 70%, 85% and 100% of your Included Value or Included Data Allowance (whichever comes first).

At 100% data usage you will be barred from using data services.

At 100% talk usage you will be barred from making calls. If you have a plan with unlimited calls this won’t apply.

Data and talk will be restored on your next billing day

Yep

Our unlimited plans provide unlimited calls and unlimited SMS within Australia to standard Australian mobile and landline numbers.

Remember though, this is for personal use, not for commercial use or for a permanent connection.

Included talk minutes are counted in 1 minute increments, not in seconds.

Data on all plans in measured in 1KB increments.

Data on your plan is capped at the specified amount, so it’s not possible to incur excess data usage and those nasty associated charges.

That’s because we want to make sure you always know what you’re paying for.

If you do want more data, you can purchase additional data at the cost of $10 per Gb or 2Gb for $15 ( on $33/$35 plans only) but only by calling us and paying in advance for it or using the payment online option on our website.

Any additional data will expire on your next billing date.

The data supplied with your service is measured in kilobytes and is depleted in 1KB increments.

A data session starts when your mobile phone connects to the Internet for downloading, watching a video, updating an app or receiving an email.

The data session continues until downloading or uploading stops.

If you are using a smart phone, you need to be aware that these use your data at all times of the day and night, unless all functions are disabled.

Please be aware, social media apps now auto-stream videos which consumes a lot of data.

We recommend you disable this, along with the Apple Wifi-Assist if you use an iPhone. Wifi-Assist allows your iPhone to use your included data to speed up wifi you may be connected to.

This will deplete your included data allowance very quickly.

Better Life Mobile can provide you with data usage information on request.

Email us at support@betterlifemobile.com.au for more information

Data banking

All Better Life Mobile phone plans can ‘bank’ unused data. Our data only plans cannot.

You can ‘bank’ a maximum as below:

PlanMaximum Data Bank balance
XS500GB
S500GB
M500GB
L500GB
XL500GB
XXL500GB

Gifted data is used first, then any ‘bolt-on’ data, then any included plan data followed by any banked data.

  • Your data will not bank if you downgrade your plan. If you do this, you will start again with just your base plan data.
  • If you don’t renew your service within 24 hours of expiry.
  • Your data will not continue to bank beyond the maximum banking limit described above.

Better Life Mobile services are provided for personal use only and cannot be re-sold or traded without our written consent. This applies to data gifting also.  You cannot sell your data or trade it to others – this constitutes a breach of our General Terms and Conditions and Fair Use Policy both of which can be found in our FAQ section at betterlifemobile.com.au

Data gifting

Eligible Better Life Mobile Services can send and receive data ‘from’ and ‘to’ other active Better Life Mobile Services and bank unused data.

This FAQ below outlines our policy, eligibility and processes related to this service feature.

Only active Better Life Mobile services on our L, XL and XXL Mobile plans can gift data to other Better Life Mobile services. All other mobile plans can only receive data.

(please note: our data only plans cannot send or receive any data).

Any active Better Life Mobile phone service can receive data.

The receiving service must have an underlying mobile phone plan that has not expired.

You can gift up to 50% of your Included monthly Mobile Data allowance in 1GB increments, as long as you have at least 128MB of data and the recipient is a Better Life Mobile customer.

You can gift up to 10Gb with one SMS.

During each monthly billing cycle, the total number of data gifts you can make is 10.

Gifted data is used first, then any ‘bolt-on’ data, then any included plan data followed by any banked data.

Gifted data will expire on the receiving services’ normal expiry date.

Please remember to check this with the receiver to ensure they have time to use the data you send them.

You can gift data from your monthly allowance.

You cannot gift data from your data bank or re-gift data that has been gifted to you.

You can’t gift data that was gifted to you.

You will need to send an SMS to number 0490191919.

The format of the SMS data gifting command is:

Gift <receiver mobile number> <amount of data to be gifted>

An example of 1GB gift is: Gift 0490990001 1

You will then receive a PIN CODE that you need to SMS back from 0490191919.

This will complete the request.

THIS WOULD would give 1GB DATA TO MOBILE NUMBER 0490990001

An example of 5GB gift is: gift 0490990001 5

THIS WOULD would give 5GB DATA TO MOBILE NUMBER 0490990001

You can check your data balance by sending an SMS
with the word Bal to 0490 19 19 19.
  • If you downgrade your mobile plan, you will lose any banked data and gifted data and the ability to gift data if you move to the M plan or lower.

  • When you restart your plan, any gifted data will be lost.

  • If you do not renew your plan within 24 hours of the last plan expiry, you will lose any gifted and banked data. No data is available outside of your underlying plan expiry.

  • You got the mobile number wrong – Please check the mobile number you are gifting to, carefully. If you send your data to another mobile number by mistake, we can’t undo this for you.

Messagebank / voicemail

Yes you can!

Here are the instructions:

  1. Dial your Mobile number (as if you are calling yourself)
  2. Press # twice when prompted to leave your message or during the announcement is being played.
  3. Key in your VMS Pin to access your voice mail box.(the one you used to set up your Message Bank initially)

NB: Note that the default PIN after a reset is 366141

Technical / troubleshooting

Your new sim should automatically install the required device settings to your phone to enable you to make/receive calls, sms, mms and use data. Some data enabled smart phones will not automatically pick up the required settings. Your data configuration should be as per below.

Data settings for Smart Phones:

Certain data enabled handsets cannot be configured by OTAC. Manual configuration is required to configure

Internet and MMS in these instances. Please refer to the respective handset manual for detailed steps to insert this

information.

The following gives the required network data settings for a smart phone. Similar configuration will apply for other

handsets.

– Name: Telstra Wholesale

– APNÔö¼Ôòú : mdata.net.au

– Proxy: (blank)

– Port: (blank)

– MMS Protocol: WAP 2.0

– MCC: 505

– MNC: 01

– Authentication: (blank)

– APN type: (blank)

– Name: Telstra MMS

– APN: telstra.mms

– Proxy: (blank)

– Port: (blank)

– Username: (blank)

– Password: (blank)

– Server: (blank)

– MMSC: http://mmsc.telstra.com:8002

– MMS proxy: 10.1.1.180

– MMS port: 80

– MMS Protocol: WAP 2.0

– MCC: 505

– MNC: 01

– Authentication: (blank)

– APN type: mms

Never fear! Connect your iPhone to a computer and follow these steps:

  1. Remove your old sim card, and insert your Better Life Mobile sim card.
  2. Update your iPhone to the newest IOS
  3. Back up your phone in iTunes on a computer
  4. Erase your iPhone in iTunes
  5. Restore the phone from iTunes
  6. Power the phone off and back on

If you’re having a tough time getting things working, or you don’t have a computer, head to support.apple.com (link: https://support.apple.com/en-au/HT201274).

Or get your iPhone to your nearest Apple Store.

Better Life Mobile uses parts the Telstra Wholesale Network so please see some important information about the closure of the 3G network on the 31st August 2024.

Will 3G be switched off at one time or will it be a phased approach (geographically)?  

While it’s not quite as simple as flicking a switch, the closure will commence from 31st August 2024 and is likely to happen relatively quickly. There will be no loss of 3G coverage prior to the closure date.

What does this mean?

  • If you have a device that can only use 3G, you won’t be able to connect to the Telstra Wholesale network after 31 August 2024.

  • If your device or handset does not support VoLTE emergency calling, you will not be able to make an emergency call to 000 on the Telstra Mobile Network.

  • If your mobile device doesn’t have Voice over LTE (VoLTE) technology, even if it uses 4G data, it will not be able to make voice calls on our network after 31 August 2024.

  • Not all VoLTE enabled devices support emergency VoLTE calling, meaning they will not be able to make an emergency call to 000 once 3G closes.

  • Devices requiring a software update on Apple/iOS will need to be upgraded iOS version 10 or above.

  • Devices requiring a software update on Android will need to be upgraded to Android version 9 or above.

  • If we contacted you about this by SMS, email or a phone call then your device will most likely be affected by the closure of the 3G network. Without taking the recommended action you won’t be able to connect to a network after 31 August 2024.

Try the SMS device checker tool.

To find out if your mobile phone is impacted SMS 3 to 3498.

General questions

Yes, your data is well protected. This site is secured with 128-bit SSL.

By default your phone rings for 15 seconds before diverting a call. You can actually change this by increments of five seconds, up to 30 seconds.

To extend the ring time, enter the following sequence on your phone, followed by the number of seconds you wish your phone to ring for, then hash.

Press **61*101**[15, 20, 25 or 30]#.

Press the call/send button.

For example, to make the phone ring for 20 seconds, type **61*101**20#. 30 Seconds?**61*101**30#. Easy!

To reset your phone to its original call settings, enter **004*101#.

BLM stands for Better Life Mobile.

From time to time, you will find our name abbreviated as BLM in some of our documents.

Customer Service at Better Life Mobile is open Monday to Friday 9am to 5pm.

You contact us by phone: 03 9018 5349

You can email us at: support@betterlifemobile.com.au

To view the complaint handling process please click on the following link: Complaints Handling Process

If you have any problems with this link or questions in regards to the policy, please contact us on 03 9018 5349

If you need assistance

Customers of Better Life Mobile can appoint an Authorised Representative to act on their behalf.

Please call us on 03 9018 5349 if you wish to have someone look after your account with us, or if you are looking after an account for someone.

Better Life Mobile works closely with a number of welfare and support agencies across Australia. We have a history of partnering with nominated representatives in order to provide mobile plans to customers who may not manage their own financial affairs, or require assistance in doing so themselves.

Examples of consumers who may have different needs include consumers who:

  • have a disability
  • have a serious or chronic illness
  • are from an Indigenous background
  • are from language backgrounds other than English
  • are homeless
  • are very young, or are elderly
  • live in a rural or remote area, or
  • have a low level of literacy or numeracy.
  • Our Customer Services Team are trained in recognising the different needs of our customers and understand that some customers will need us to be flexible in our approach to communication and the support we can offer.

Some examples of the things we can do to help:

We can make any documentation available in alternative formats on request, including large print, or in digital formats.

We have a range of different ways of interacting with people, such as text messaging and chat from our website, and of course email support.

We can also assist customers in finding support services that are accessible to them and put them in touch with each other.

National Relay Service

Our Staff are well trained in working with the National Relay Service. The NRS assist people who can’t make a voice call themselves and may be deaf or for other reason, be unable to hear or understand a standard telephone call.

Translating and Interpreting Service – TIS National

TIS National has more than 30 years of experience in the interpreting industry, and has access to over 1750 contracted interpreters across Australia, speaking more than 170 languages and dialects. TIS National is available 24 hours a day, seven days a week for any person or organisation in Australia requiring interpreting services.

Telephone: 131 450

We encourage feedback and ideas from our customers and support agencies on how we can continually improve our support of customers with varying needs.

For more information, please email support@betterlifemobile.com.au or call us on03 9018 5349

Of course!

Better Life Mobile works closely with a number of welfare and support agencies across Australia in order to provide plans to customers who may require assistance in managing their finances.

Our Customer Services Team is trained in recognising the different needs of our customers.

Some examples of what we can offer include:

– Making any documentation available in alternative formats on request, including large print, or in requested digital formats.

– Creating a range of different ways of interacting with people such as text messaging and chat from our website, and of course email support.

– Assisting customers in finding support services that are accessible to them and put them in touch with each other.

Our staff is well trained in working with the National Relay Service. The NRS assists people who can’t make a voice call themselves and may be deaf or for some other reason unable to hear or understand a standard telephone call. For more information on the services they offer please visit http://relayservice.gov.au/

Translating and Interpreting Service – TIS National

TIS National has more than 30 years of experience in the interpreting industry, and has access to over 1750 contracted interpreters across Australia, speaking more than 170 languages and dialects. TIS National is available 24 hours a day, seven days a week for any person or organisation in Australia requiring interpreting services.

Telephone: 13 14 50

We encourage feedback and ideas from our customers and support agencies on how we can continually improve our support of customers with varying needs. For more information, please email support@betterlifemobile.com.au or call us 03 9018 5349