Backbilling of mobile call charges included in a monthly allowance

From time to time the TIO receives complaints from mobile users about delayed billing for call charges that affects their monthly call allowance. For example, a customer on a contract for a set amount of 'free' or 'minimum' calls each month may be prevented from using the full benefit of their call allowance if calls made within a particular month are carried over to the next month's 'free' or 'minimum' call allowance.

The TIO takes the view that providers should ensure that customers are not disadvantaged in such circumstances and that they should adjust customer accounts where necessary. Some providers already do this automatically.

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