Backbilling of charges

Backbilling refers to billing for calls made, or for other charges accrued, during previous billing periods. While companies should try to ensure customers' bills include only current charges, sometimes backbilling is unavoidable.

Clause 6.5.4 (d) of the Telecommunications Consumer Protections Code states that 'a Supplier must not Bill for Charges older than 190 days from the date the Charge was incurred by the Customer.' For example, if a company is trying to bill for a call that was made 191 days prior to the issue date of a bill, it must remove the charges on day 191 but can bill for calls or other events that occurred between 1 and 190 days ago.

The TIO will normally expect a company to waive any charges that fall outside the acceptable backbilling period of 190 days. 'Charges' include call charges, internet access fees, and service and equipment charges.

There are some exceptions to the 190-day 'rule', including White Pages charges (a 220 day limit), mobile roaming calls and international reverse charge calls. These types of calls are not limited to any backbilling period because the Australian carrier is unable to force a foreign carrier to bill for charges within the 190-day period. Another exception is where the charges are in dispute between suppliers. When handling complaints that involve these exceptions, the TIO will judge each case on its merits.

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