Cancelling your cellphone contract - tips for frustrated consumers

If you've ever tried to cancel a cellphone contract, you know there can be many obstacles to actually getting free of it.

Consumer journalist Wendy Knowler says it's important to remember that the end date of a contract doesn't mean it's suddenly cancelled, as these generally automatically roll over onto a month-to-month basis.

One of the issues that frustrated consumers have reported to Knowler is being told they physically have to go into a branch of the service provider to cancel their contract, whereas they are able to upgrade online or on the phone.

Another problem is the service providers demanding that the contract holder themselves handle the request for cancellation, not allowing for instances where they might be medically incapacitated.

Knowler says the law is on the consumer's side, if the correct procedures are followed.

"I've had cases where the cellphone company has prescribed to the person on the way that they should cancel, so they've said 'no we only accept cancellations on the phone' or 'you must send us an email'. The Consumer Protection Act says only that you must give a month's notice in some recordable form."

She also recommends making recordings of the phone conversations yourself, to avoid the almost impossible task of accessing them in your defence, if you so need.

To listen to Wendy Knowler in conversation with Pippa Hudson on CapeTalk, click the audio below: