Legal and Policies (12)

Complaints Handling Policy

Click here to download our Complaints Handling Policy.

Port Authority

Click here to download our Port Authority form.

Financial Hardship Policy

Click here to view our Financial Hardship Policy.

Premium Services Notice

Click here to view our Premium Services Notice.

Standard Form of Agreement (SFOA)

Click here to view a summary of the Standard Form of Agreement.

Click here to view the Standard Form of Agreement.

Direct Debit Service Agreement

Click here to view our Direct Debit Request Service Agreement.

Direct Debit Form

Click here to download our Direct Debit Form

Privacy Policy

Click here to download our Privacy Policy.

Refunds, Repair and Exchange Policy

Click here to download our Refunds, repair and exchange policy.

Authorised Representative Form

Click here to download our Authorised Representative Form.

Network Coverage (3)

C Red Plans Coverage Maps

Click Here to view the coverage maps for C Red plans.

C Blue Plans Coverage Maps

Click Here to view the coverage maps for C Blue plans.

What mobile network do you use?

Cmobile provides our customers a choice of mobile networks based on your coverage needs.

Cmobile C Red plans cover 97% of the Australian population by using the Vodafone Australia 3G and 4G mobile network. If you are currently a Vodafone customer, your coverage will be exactly the same.

Click here to view the C Red plans coverage map.

C Mobile C Blue 4G plans use part of Telstra’s 4G and 3G mobile network. C Blue 4G plans provide a combined 4G and 3G coverage footprint of more than 98.8% and a 4G coverage footprint of 97% of the Australian population covering 1.62 million square kilometres.

Click here to view the C Blue plans coverage map.

Billing (10)

When do I receive my bills?

We operate a calendar monthly billing period.
You will receive your bill by email at the start of each month for your usage in the previous month.

In your first month, you may be charged a pro-rata amount. For example, if you join on the 10th of July, you would be charged for the period 10th July to 31st of July, not a full month.
Access fees are charged monthly in advance.

How do I pay my bill?

You can pay your Cmobile bill in a number of ways. The easiest and most convenient way is to register your credit card for direct debit. We accept Visa and Mastercard and will debit your nominated card at least 14 days after your billing date. You can call us to add your credit card for direct debit or complete the Direct Debit Form and send back to us.

If you don’t want to pay by direct debit, you also pay in the following ways:

  • Online by logging into your MY CMOBILE account and paying by credit card
  • Calling us on 1300 545 000 and paying by credit card
  • You can pay by BPay using the code on your bill

What happens if I exceed my included data plan value?

On C Red plans, if you exceed your data allowance, excess data is charged at 1c/MB (1MB units).
On C Blue plans, if you exceed your data allowance, excess data is charged at $10/GB (1GB units).

What if I want to query my bill?

Simply call us on 1300 545 000 or email us at and we will be pleased to help you.

Why the $50 minimum annual spend on the C Red Annual PAYG plan?

At Cmobile we believe in being clear, open and honest with our customers. There is a cost to Cmobile to maintain active services on the mobile network. As a result, we need to put in place an annual minimum spend of $50 on this plan. When you activate, your initial payment of $50 will be added as credit to your account with any calls or usage being deducted from the balance.

How are the monthly access fees charged?

Monthly access fees are charged in advance. The billing period is a calendar month. You may be charged a pro-rata access fee on your first bill depending on when you activate your SIM. For example, if you activate your SIM on the 10th of the month, you will be charged an access fee for the period 10th to the last day of the month. As access fees are charged in advance you will also be charged the access fee for the next full month in advance.

Plan activated on the 10th of July

Your first bill will be sent at the start of August
Access fee charge for 10th to 31st of July (22 days)
Access fee for the month of August in advance

Are there any upfront costs?

There is an application fee of $6.90 for each mobile service on your account. There are no other upfront costs and there are no fees if you leave us.

Am I locked into a contract?

No! All CMobile plans are month to month so the most you are committed is 1 month.

Are your plans prepaid or postpaid?

All our plans are postpaid. That is, you will receive a bill at the end of each month and payment is due on the 15th of each month.

How is mobile data charged, per MB or KB?

For all CMobile plans with data included, the included data amount is rated per KB.

For the CMobile Red Annual PAYG plan, data is rated per MB.

For the CMobile $5 plan, data is rated per MB.

Data (4)

How much data do I need each month?

It is impossible to give you an exact figure of how much data per month you may need but we can give you a guide based on the examples in the table below:

CMOBILE included data

Web pages browsed

Send or receive text only emails

Send or receive emails with attachment

Video streaming minutes

Music download / upload

Photo download / upload





























The below assumptions are used as examples of typical use and are intended as a guide only in the above table:

  • Web page browsing = 300KB per page
  • Text only email = 50KB per email
  • Email with attachment = 2MB per email
  • Video streaming (standard definition) = 7MB per minute
  • Music download /upload = 4MB per song
  • Photo download / upload = 2MB per photo

What data speeds should I expect?

The speed of your data depends on many factors such as your location, your device capabilities, network congestion and network coverage.

On C Red plans please refer to the coverage maps for more information Click Here to view the coverage maps for C Red plans.

The network capability of C Mobile’s C Blue 4G mobile solution has access to download speeds of up to 100Mbps on 4G across 97% of the population. 4G devices will enjoy typical download speeds of 2-50Mbps and upload speeds of 1 to 10 Mbpsin 4G coverage areas. On 3G, typical download speeds are 1.1-20Mbps across more than 85% of the population, 550kbps to 8Mbps across more than 95% of the population, and 550kbps to 3Mbps in remaining coverage areas reaching more than 98.8% of the population. Typical wireless packet data upload speeds on the 3G network are 300kbps to 3Mbps across more than 93% of the population and in remaining coverage areas 300kbps to 1Mbps.

What device settings do I need for my handset?

For CMOBILE C Red plans

Your APN and MMS settings are as follows:
Name: Vodafone Live!
MMS Proxy:
MMS Port: 8080
MCC: 505
MNC: 03
APN Type: default


Name: vfinternet
MMS Proxy:
MMS Port: 8080
MCC: 505
MNC: 03
APN Type: default

Don’t forget to save your new APN

For CMOBILE C Blue plans

Only add these settings to your handset if they aren’t auto detected.

Your APN and MMS settings are as follows:
Name: Mobile Data
MMS Proxy:
MMS Port: 80
MMS Protocol: WAP 2.0
MCC: 505
MNC: 01
APN Type: default,dun,supl,mms

Don’t forget to save your new APN

How can I reduce my data consumption?

If you have a smartphone and you download data heavy apps, it’s easy to use all your monthly data allowance. Here are some tips on how you can reduce the amount of mobile data you use:

  • If you have a smartphone with wifi, switch it on. Using wifi when available will greatly reduce the amount of mobile data you use. Try to download apps and large files over wifi where you can.
  • Minimise the use of video streaming and apps such as Spotify, Netflix or Youtube.
  • If you turn off apps that automatically push notifications such as facebook and GPS services and use them manually, you will save a lot of data.

You can download some nice free apps for monitoring your data use such as My Data Manager for Android or DataMan for iPhone. These apps are not 100% accurate but give you a good idea on how much data you are consuming. Of course, you can always log into your My CMOBILE account and check your data use which is updated daily.

Connecting to CMOBILE (11)

What is the Pre-port verification process?

Pre-port verification is an additional identification process used to verify your ownership of your existing mobile phone number being transferred to Cmobile during the SIM activation process. It is to protect you from unauthorised transfers of mobile numbers as a requirement of the “Telecommunications (Mobile Number Pre-porting Additional Identity Verification) Industry Standard 2020” published by the Australian Communications and Media Authority.

When you submit your SIM activation to Cmobile and request your existing number to be transferred, you will receive a 6 digit code sent to your mobile phone via SMS. You need to enter this code in the Pre-port verification window as soon as you receive it to ensure you are the owner of the mobile phone number. If you have any issues, please contact us on 1300 545 000 or email

If you believe your phone number has been ported fraudulently to another operator you should report this to:
(a) the Australian Federal Police or the relevant State or Territory Police, and
(b) government services, such as Scamwatch and IDCARE that support customers whose mobile service number is the subject of an unauthorised port.

I’ve signed up online. How long until I get my SIM?

After completing the sign up process, we will process your application and if approved, your new SIM will be dispatched to you the next business day by priority mail as standard or by express post if you have selected this option.

What kind of SIM card do I need?

CMobile will send you a multi-fit SIM card that will fit in all mobile devices. When you receive your SIM card, carefully push out the SIM from the credit card size plastic body. Once you have the SIM pushed out, you can then push out the smaller sizes to fit your phone. Be careful not to push too hard and damage the plastic. If you push out the wrong size, you can carefully click them back together to produce the correct size SIM to fit your device.

Can I keep my current phone number?

Yes it is easy to bring your existing mobile number to CMobile. Simply complete the Porting Information during the sign up process and we complete the transfer to you.

Please note, we will not start transferring your number until you have received your new CMobile SIM, and you have requested us to activate it. It is important to tell us your correct account number with your current provider so the transfer will complete smoothly.

How long does it take for my number to be transferred in and how will I know?

Most transfers are completed within the hour. Simply continue to use your old SIM until the service stops working, and then plug in your new CMOBILE SIM. It will be active with your existing number attached to it.

My phone is locked to another carrier. How do I unlock it?

If your phone is locked to another provider, you need to contact the provider to unlock your phone. The contact numbers are below.

Vodafone: call 1300 650 410 or visit
Telstra: call 125 111
Three: call 133 320
Crazy John’s: call 132 299
Optus: Call 1300 555 002

What is a porting PIN?

Traditionally, mobile carriers require either your date of birth (for prepaid plans) or your account number in order to port your number. This means if a hacker has accessed your mobile number and/or date of birth or account number (e.g. from your bill), they can port your phone number away. CMobile has introduced a 6-digit porting PIN so that your number can only be ported by providing this PIN. CMobile will store your PIN on your account and it will not be visible to anyone other than CMobile staff. This means if a hacker gains access to your mobile number and date of birth or account number, they will not be able to port your number away without your PIN.

When is number porting available?

The Standard Hours of Operation for mobile number porting in the Australian Telco industry are Monday-Friday from 08:00 to 20:00 AEST, and Saturdays from 10:00 to 18:00 AEST. Porting is NOT available on the following days:

New Year’s Day
Australia Day
Good Friday
Easter Sunday
Christmas Day

For all other Public Holidays, Porting may be reduced to Saturday hours.

What mobile device do I need to join CMobile?

You do not need to purchase a mobile device from Cmobile to use our mobile plans. With all Cmobile plans, you can bring your own device as long as it is compatible with the Vodafone (C Red plans) or Telstra (C Blue plans) mobile networks. If you do not have a mobile device, you can choose to purchase a device outright from Cmobile here, or you can purchase a device from another retailer.

For Cmobile C Red plans using the Vodafone network, your device needs to support 3G 900MHz and/or 4G 850MHz, 1800MHz or 2100MHz.
For Cmobile C Blue plans using the Telstra network, your device needs to support 3G 850MHz and/or 4G 700MHz, 1800MHz or 2600MHz.

How do I change my CMobile plan?

All CMobile plans are monthly plans. You are free to change to a higher
or lower plan at the end of each calender month. Simply give us a call
on 1300 545 000 or email at any time, and we can
schedule the change to go through at the end of the current month.

NB. If you wish to change from a C Red plan to a C Blue plan or vice
versa, we will need to send you a new SIM, as they operate on different
networks. This will incur a replacement SIM charge of $4.90, which will
be added to your next bill.

I cannot send or receive SMS

If you receive an error trying to send or receive SMS or MMS, try the below:

1. Restart your phone: Turn your phone off and on again to refresh your network connection.
2. Check coverage: Make sure you’re in a coverage area by checking the maps for C Red plans or C Blue plans.
3. Try making a voice call to confirm whether it’s an issue with your whole service or just messaging.
4. Free up space: If your inbox and sent messages folders are full, you may be unable to send messages. Delete old messages to free some space.

Message Centre Number
If your phone allows you to make changes to your message centre number, make sure that it’s set to the correct number.
For C Red plans use ‘+61415011501’
For C Blue plans use ‘+61418706275’

On most phones, you can go to settings and find the option for ‘Message Centre Number’.

If you have an iPhone, you can check it by dialing *#5005*7672#.
If you then need to correct it, you can dial:
**5005*7672*+61415011501# for C Red plans, or
**5005*7672*+61418706275# for C Blue plans

iMessage on iPhones
If you’re using an iPhone, check if the message you’re trying to send is enclosed in a blue bubble.
If so, this indicates that it’s trying to send the message over the internet rather than as an SMS, so you will require working mobile data or access to a Wi-Fi network.
To turn off iMessage entirely, simply go to Settings > Messages, and turn ‘iMessage’ off.

Customer care (7)

How do I contact CMOBILE customer care?

CMOBILE customer care is open 9am to 6pm Monday to Friday. Simply dial 1300 545 000 (a free call from your CMOBILE) or 126 222 on a C Red plan. Alternatively you can contact us via Facebook, Messenger or you can email and one of our team will respond to your query within 24 hours.

I’ve lost my handset. What do I do?

Contact CMOBILE immediately. We will bar your SIM, and send you need a new one if required.
If you’re overseas, you can call us on +61 414 201 181.

What is a PUK code?

A PUK (or PIN Unlock Key) is a security feature that protects the data on your SIM. If your PIN code is entered incorrectly 3 times, you will require the PUK code to unlock your SIM. Your PUK code is not recorded anywhere. If you are required to enter a PUK code, please contact our team on 1300 545 000 or and we will be happy to provide your PUK code. Please note – If a PUK code is entered incorrectly 10 times, the SIM will be permanently blocked. If this happens, please let us know and we will send you a new SIM.

How do I bar premium SMS?

You can bar all Premium SMS services on your mobile, so that you won’t receive, be charged for, or be able to use services after the barring is activated. There is no charge to activate barring and it will not restrict your access to other services. To bar premium SMS, simply dial 1300 545 000 or email

How do I check my usage?

To check your usage, simply go to and log in to the My CMOBILE section with your account passcode. Your usage will usually be updated within 48 hours. Please note – Some types of usage, such as overseas roaming may take longer to be received.

Do I need to update the settings on my handset?

Each network has its own unique settings that allow you to access the internet. These settings differ slightly from handset to handset. CMOBILE will send you the required settings for your handset as part of the registration process. Of course, if you are unsure, you can always contact us on 1300 545 000 or

Does Cmobile support users with disabilities?

Cmobile is an online business with no retail stores. We offer SIM only mobile plans where users bring their own mobile phone or device. Cmobile will assist customers with disabilties insofar as possible with our online and phone support. We also encourage customers to access ACCAN’s disability portal at

Voicemail (5)

How do I set up my voicemail?

Your CMOBILE SIM comes with your voicemail service pre-configured. To set up your voicemail follow the steps below:

1. C Blue 4G plans dial 141, for C Red plans dial 121
2. Choose your personal security code
3. Select your time zone (eg. NSW or QLD)
4. Record your name to be used in the standard greeting that callers to your voicemail will hear
5. Record a personal greeting

If you have not set up voicemail, you will be prompted to do so the first time you use it.

How do I listen to my messages?

C Blue 4G plans
You will be notified of a voicemail message by SMS alert.
Dial 141 from your CMOBILE handset.
While listening to messages you can skip to the next message by pressing the ‘6’ key. You can also save messages by pressing 4, or delete them by pressing 5.

C Red plans
There are two ways of accessing your voicemail messages:
SMS Alert: Your voicemail service will alert you to new messages with an SMS alert. When convenient, you can dial 121 to listen to your new voicemail messages. Dial 1218 to set your voicemail to SMS Alert. When you first connect to CMOBILE, your voicemail will be set to SMS Alert.
Ring Alert: Your voicemail service will call you when you have new messages, and automatically play them to you. Dial 1219 to set your voicemail to Ring Alert.

While listening to messages you can skip to the next message by pressing the ‘#’ key. You can also save messages by pressing 2, or delete them by pressing 3.

Can I listen to my voicemail messages from another phone?

Yes, you can use any other fixed or mobile phone to access your messages.

C Blue 4G plans
From any other device, call your mobile number. Wait until you are diverted to voicemail. While the greeting message is played, press the hash key twice (##). You will be asked to enter your voicemail password. Enter the password (note this is a 6 digit password you selected when setting up your voice mail)

C Red plans
Dial 0414 121 121 in Australia (or +61 414 121 121 if you are overseas) and follow the prompts.

Please note – To access your voicemail in this way you will need to know your security code which you chose when you first set up your voicemail. If you have forgotten your security code, please contact us on 1300 545 000 or and we will be happy to help you.

How do I turn off Voicemail?

If you don’t want voicemail on your CMOBILE service, just follow the steps below:

C Red plans
Dial ‘1210’ from your handset to stop calls diverting to voicemail. This will then divert calls to a service called Call Catcher instead. Call Catcher is an alternative to voicemail which provides callers the option to send their number to you as an SMS. If you want to turn off Call Catcher also, simply dial ‘121600’.

C Blue plans
To turn off voicemail just dial ##002# and hit call/send.

How can I change or extend the ring time on my CMOBILE service?

You can extend the ring time on your CMOBILE service from your own handset.

For C Blue plans:
1. The ring time can be 15, 20, 25 or 30 seconds
2. Dial the following, replacing XX with 15, 20, 25 or 30 as the seconds:
**61*+61141**XX# then press call/send
3. For example, to set your ring time to 30 seconds, enter:
**61*+61141**30# then press call/send

For C Red plans:
1. The ring time can be 5, 10, 15, 20 or 25 seconds
2. Dial the following, replacing XX with 5, 10,15, 20 or 25 as the seconds:
**61*+61414121000**XX# then press call/send
3. For example, to set your ring time to 25 seconds, enter:
**61*+61414121000**25# then press call/send

Roaming (2)

Can I use my CMOBILE SIM when travelling overseas?

Yes you can. Simply dial our customer care number 1300 545 000 and we will unbar your SIM for use overseas. Please note – a security deposit may be required. Please contact our expert team before you leave so we can provide you the best and most cost effective roaming solution.

Does it cost a lot to use my mobile overseas?

Overseas roaming can be very expensive. Depending on where you are and even what network within that country you are roaming on, charges can vary greatly. We strongly suggest you contact our expert team prior to using your phone overseas. They can discuss your needs and give you tips on how to roam as cost-effectively as possible.