Mobile International Roaming

The Australian Communication & Media Authority (ACMA) have produced the following fact sheet for your information: ACMA Information Fact Sheet 

International Roaming allows you to make and receive calls, texts and emails, as well as access the Internet via your mobile device whilst overseas. It also makes it makes it easy for those back in Australia to contact you or your same number.

Which Country Zone am I travelling to?

When using your Commander mobile service overseas, you will be charged the rates applicable to the Country Zone of the destination country you are travelling to.

Check the Country Zone you are roaming in:

Zone 1

Zone 2

Zone 3

Afghanistan

Algeria*

AeroSpace*

Albania

Anguilla

Maritime

Armenia

Antigua & Barbuda

Austria

Argentina (1,2)

Azerbaijan

Aruba

Bangladesh

Bahrain

Belarus

Barbados

Belgium

Belize*

Bhutan*

Bermuda

Bosnia & Herzegovina

Bolivia

Brunei Darussalam

Bonaire

Bulgaria

Botswana

Cambodia

Brazil

Canada (1,2)

Cameroon*

China

Cayman Islands

Croatia

Chad

Cyprus

Chile (1,2)

Czech Republic

Colombia

Denmark

Congo (Democratic Republic of the)

Estonia

Cook Islands

Faroe Islands

Costa Rica (1)

Fiji

Cote D'lvoire*

Finland

Curacao & Bonaire

France

Dominica

French Polynesia

Dominican Republic (1, 2)

Georgia

Ecuador

Germany

Egypt

Gibralter

El Salvador* (4)

Greece

Ethiopia*

Guam & the Northern Marianas

French Guiana*

Guernsey

Ghana

Hong Kong

Grenada

Hungary

Guatemala*

Iceland

Guinea Bissau*

India

Guinea*

Indonesia

Guyana

Ireland

Haiti

Isle of Man

Iran*

Italy

Iraq*

Japan (3)

Israel

Jersey

Jamaica

Kazakhstan

Jordan

Kazakhstan

Kenya

Korea South (3)

Kuwait*

Kyrgyzstan

Lebanon*

Laos

Liberia*

Lativia

Madagascar

Liechtenstein

Malawi*

Lithuania

Mali

Luxembourg

Mauritania*

Macau

Mauritius

Macedonia

Mexico

Malaysia

Morocco*

Malta

Mozambique

Monaco

Namibia*

Monglia

Nigeria

Montenegro

Oman

Myanmar

Palestine

Nauru

Panama (4)

Nepal*

Paraguay*

Netherlands

Peru

New Zealand

Qatar

Norfolk Island*

Reunion Island*

Norway

Rwanda*

Pakistan

Saudi Arabia

Papua New Guinea

Senegal*

Philippines

Seychelles

Poland

Sierra Leone*

Portugal

South Africa

Puerto Rico (2)

South Sudan*

Romania

St. Kitts and Nevis

Russia

St. Lucia

Samoa

St. Vincent & the Grenadines

San Marino

Sudan

Serbia

Syria*

Singapore

Tanzania

Slovak Republic

Trinidad & Tobago

Slovenia

Tunisia*

Solomon Islands*

Turks and Caicos

Spain

Uganda

Sri Lanka

United Arab Emirates

Sweden

Uruguay

Switzerland

Venezuela

Taiwan

Vietnam

Tajikistan

Yemen*

Thailand

Zambia*

Timor-Leste

Zimbabwe*

Tonga

 

Turkey

 

Ukraine

 

United Kingdom

 

United States (1,2)

US Virgin Islands (2)

Uzbekistan

Vanuatu

Vatican City

* Data International Roaming is not yet available in this country (as at 1st April 2020).

1 Requires a 3G 850/1900 handset for 3G Roaming
2 Requires a GSM 1900MHz compatible (tri-band) handset
3 Requires a 3G 2100MHz compatible handset
4 Requires a GSM 850MHz compatible (quad-band) handset
5 Note: T-Mobile USA requires a 1700/2100MHz handset for 3G roaming

International Roaming Rates & Charges

Charges apply for both making and receiving a call whilst roaming overseas. When someone calls you (from Australia or overseas), they will be charged the normal cost of a call or message to a mobile in Australia. You pay the zone rate for receiving calls in the country you are roaming in.

Once you know the Country Zone you are travelling to, use the table below to determine the applicable roaming charges:

International Roaming

Country Zone Rates

Zone 1

Zone 2

Zone 3

National Voice Calls within the same country (per min)

$0.10

$1.50

$4.00

International Voice Calls outside the country you are in (per min)

$0.10

$1.50

$4.00

To receive Voice Calls (per min)

$0.10

$1.50

$4.00

National Video Calls in same country (per min)

$0.10

$1.50

$4.00

International Video Calls outside the country you are in (per min)

$0.10

$1.50

$4.00

To receive Video Calls (per min)

$0.10

$1.50

$4.00

Flagfall (per outgoing Voice and Video call)

$0.00

$0.00

$0.00

SMS to AU number (per 160 characters)

$0.03

$0.50

$1.00

SMS to a non-AU number (per 160 characters)

$0.03

$0.50

$1.00

To receive SMS

$0.00

$0.00

$0.00

MMS to AU number (per msg)

$0.50 per msg + $0.021 per MB

$0.50 per msg + $1.00 per MB

$0.50 per msg + $15.50 per MB

MMS to non-AU number (per msg)

$0.75 per msg + $0.021 per MB

$0.75 per msg + $1.00 per MB

$0.75 per msg + $15.50 per MB

To receive MMS (per msg)

$0.021 per MB

$1.00 per MB

$15.50 per MB

Mobile data (charged in 10kB increments) 

$0.021 per MB

$1.00 per MB

$15.50 per MB

  • All rates and charges are listed in $AUD

  • GST does not apply to roaming charges (with the exception of the 'standard' National SMS/MMS and 'standard' International SMS/MMS rates).

  • Voice & Video Calls rates charged with initial increment of 60 secs & per 30 seconds thereafter.

  • All charges incurred overseas are conveniently billed back to your mobile account, in Australian dollars.

How do I activate International Roaming?

International Roaming is not automatically available on your Commander mobile service.

If you are heading overseas, you must apply for International Roaming at least 48 hours prior to your planned travel period.

To successfully activate International Roaming, you must have a minimum of 3 months Commander billing history with no late payments or overdue amounts owing. Setting up Direct Debit on your account is also a prerequisite.

Please contact Commander Customer Care on 132 777 for further details or to submit an application to activate International Roaming on your Commander mobile service.

How do I deactivate International Roaming?

International Roaming can be deactivated by calling 132 777 from within Australia

To deactivate International Roaming on your Commander mobile whilst overseas, call +61 2 9133 5823 or email [email protected].

Avoiding Bill Shock

In order to avoid "bill shock" from usage made whilst traveling overseas, you should consider disabling Mobile Data Roaming access on your device as many applications will continue to use data automatically for updates or to push you notifications such as social media information.

When traveling overseas, be mindful when answering any incoming calls (and listening to voicemail) as these will incur the charges to you, not the calling party. If preferred, set your call diversion/barring to block all incoming calls and deactivate Voicemail.

Top Tips when using International Roaming

All roaming charges are excluded from your mobile plan’s monthly included allowances therefore, whilst convenient, International Roaming can often be quite costly.

Organising a local SIM in the country you are travelling to, is a good way of avoiding high mobile international roaming charges.

If you decide to use your Commander mobile services overseas, pleased keep these tips in mind:

  • To avoid accidental use in your pocket or bag, remember to lock your handset's keypad when not in use.

  • Setup an unconditional diversion to your Voicemail to avoid charges for incoming calls while you are overseas. This must be actioned before leaving Australia to ensure successful provisioning on the network.

  • Turn off Mobile Data Roaming to avoid charges from mobile applications, email or GPS trying to connect to overseas networks without you knowing. This can be actioned via your handset menu settings. Check your mobile phone handset user guide for instructions.

If you're unsure what your charges are or need help while you're roaming, please call Commander Customer Service on +61 2 9133 5823.

Spend Management Tools?

Commander provides spend management tools in relation to Mobile International Roaming charges.

To obtain information on your International Roaming usage or charges from your Commander mobile whilst overseas, call +61 2 9133 5823 or email [email protected].

Please note: There may be significant delays in receiving usage data from overseas networks, however, we will do our best to provide you with an estimate of unbilled charges.

You may wish to familiarise yourself with the Maximum Charge Information for calls, SMS and mobile data usage of the country you are visiting before activation International Roaming on your mobile service.

 

Alternatives to International Roaming

If you do not wish to use International Roaming, you can still stay in contact by:

  • Using Wi-Fi (often for free at many restaurants and public places).

  • Using a local prepaid SIM card from your overseas destination or a ‘travel pack’ with a set value.

Unlocking your mobile device

Mobile Phones supplied by Commander are unlocked and can be used on compatible networks in overseas countries.

Some data cards/devices are incompatible with networks in some countries. Check your mobile phone user guide to confirm network frequency compatibility.

Maximum Charge Information for Top 10 Countries

The maximum charges for key usage types, from your mobile while roaming overseas, are detailed below for some of the more popular country destinations.

If you require information for a country not listed, please contact us on 132 777 or from overseas on +61 2 9133 5823.

Please note: International Roaming rates are subject to change without notice, due to fluctuations in international currency exchange rates and changes to charges imposed by the overseas network.

 

New Zealand

+

Usage

Max Charge

 Making a 1 minute call to Australia from New Zealand

 $0.10

 Making a 1 minute call within New Zealand

 $0.10

 Receiving a 1 minute call while roaming in New Zealand

 $0.10

 Sending an SMS message to Australia from New Zealand

 $0.03

 Sending an SMS message to a number within New Zealand

 $0.03

 Receiving an SMS message while roaming in New Zealand

 nil

 Using 1 megabyte of data while roaming in New Zealand

 $0.021

Indonesia

+

Usage

Max Charge

 Making a 1 minute call to Australia from Indonesia

 $0.10

 Making a 1 minute call within Indonesia

 $0.10

 Receiving a 1 minute call while roaming in Indonesia

 $0.10

 Sending an SMS message to Australia from Indonesia

 $0.03

 Sending an SMS message to a number within Indonesia

 $0.03

 Receiving an SMS message while roaming in Indonesia

 nil

 Using 1 megabyte of data while roaming in Indonesia

 $0.021

United States of America

+

Usage

Max Charge

 Making a 1 minute call to Australia from USA

 $0.10

 Making a 1 minute call within USA

 $0.10

 Receiving a 1 minute call while roaming in USA

 $0.10

 Sending an SMS message to Australia from USA

 $0.03

 Sending an SMS message to a number within USA

 $0.03

 Receiving an SMS message while roaming in USA

 nil

 Using 1 megabyte of data while roaming in USA

 $0.021

Thailand

+

Usage

Max Charge

 Making a 1 minute call to Australia from Thailand

 $0.10

 Making a 1 minute call within Thailand

 $0.10

 Receiving a 1 minute call while roaming in Thailand

 $0.10

 Sending an SMS message to Australia from Thailand

 $0.03

 Sending an SMS message to a number within Thailand

 $0.03

 Receiving an SMS message while roaming in Thailand

 nil

 Using 1 megabyte of data while roaming in Thailand

 $0.021

United Kingdom

+

Usage

Max Charge

 Making a 1 minute call to Australia from UK

 $0.10

 Making a 1 minute call within UK

 $0.10

 Receiving a 1 minute call while roaming in UK

 $0.10

 Sending an SMS message to Australia from UK

 $0.03

 Sending an SMS message to a number within UK

 $0.03

 Receiving an SMS message while roaming in UK

 nil

 Using 1 megabyte of data while roaming in UK

 $0.021

China

+

Usage

Max Charge

 Making a 1 minute call to Australia from China

 $0.10

 Making a 1 minute call within China

 $0.10

 Receiving a 1 minute call while roaming in China

 $0.10

 Sending an SMS message to Australia from China

 $0.03

 Sending an SMS message to a number within China

 $0.03

 Receiving an SMS message while roaming in China

 nil

 Using 1 megabyte of data while roaming in China

 $0.021

Fiji

+

Usage

Max Charge

Making a 1 minute call to Australia from Fiji

 $0.10

 Making a 1 minute call within Fiji

 $0.10

 Receiving a 1 minute call while roaming in Fiji

 $0.10

 Sending an SMS message to Australia from Fiji

 $0.03

 Sending an SMS message to a number within Fiji

 $0.03

 Receiving an SMS message while roaming in Fiji

 nil

 Using 1 megabyte of data while roaming in Fiji

 $0.021

Singapore

+

Usage

Max Charge

 Making a 1 minute call to Australia from Singapore

 $0.10

 Making a 1 minute call within Singapore

 $0.10

 Receiving a 1 minute call while roaming in Singapore

 $0.10

 Sending an SMS message to Australia from Singapore

 $0.03

 Sending an SMS message to a number within Singapore

 $0.03

 Receiving an SMS message while roaming in Singapore

 nil

 Using 1 megabyte of data while roaming in Singapore

 $0.021

Malaysia

+

Usage

Max Charge

 Making a 1 minute call to Australia from Malaysia

 $0.10

 Making a 1 minute call within Malaysia

 $0.10

 Receiving a 1 minute call while roaming in Malaysia

 $0.10

 Sending an SMS message to Australia from Malaysia

 $0.03

 Sending an SMS message to a number within Malaysia

 $0.03

 Receiving an SMS message while roaming in Malaysia

 nil

 Using 1 megabyte of data while roaming in Malaysia

 $0.021

Hong Kong

+

Usage

Max Charge

 Making a 1 minute call to Australia from Hong Kong

 $0.10

 Making a 1 minute call within Hong Kong

 $0.10

 Receiving a 1 minute call while roaming in Hong Kong

 $0.10

 Sending an SMS message to Australia from Hong Kong

 $0.10

 Sending an SMS message to a number within Hong Kong

 $0.03

 Receiving an SMS message while roaming in Hong Kong

 nil

 Using 1 megabyte of data while roaming in Hong Kong

 $0.021

 

Can I access my Voicemail Overseas?

To check your Voicemail, call 321 from your roaming activated mobile phone. Standard roaming charges apply.

Alternatively, SMS 'A' to 321 and Voicemail will call you back and play your messages. Set up a Voicemail PIN code before leaving as some short codes may not work in all countries. Note: 321 SMS will trigger an outbound call from the Voicemail system to your mobile. Standard roaming charges will apply to send the 321 SMS and to receive this call.

Can I use Mobile Data when Roaming Overseas?

Data network access is not available or supported in all countries.

All Internet browsing, downloading or other use of data (including email, MMS and tethering usage) on your mobile outside Australia will incur data roaming charges.

Most smartphones will automatically turn data roaming off when you are overseas. If you have problems connecting to the Internet, check your handset settings to make sure your Data Roaming is set to "ON".

Can I use my Commander Mobile service at sea?

You can use your mobile service on board maritime vessels while the ship is at sea. When you make a call, send a message or use data services you will be charged the International Roaming rate for the zone of Maritime (Zone 3).

When the ship is approaching port, the in-ship system will turn itself off and you may lose your mobile service until the ship reaches the port.

Once in port, you can connect to the local roaming network at which point you will be charged the International Roaming zone rate for the country you are in.