TIO annual report 2007/08
Issues analysis - billing and payments
Table 8 Billing and payments issues by category
|
2006/07 |
2007/08 |
Disputed usage charges includes internet usage charges, total of bill,
and timed calls |
17 012 |
47.4% |
21 119 |
40.4% |
Disputed recurring charges includes equipment and service charges |
4 649 |
12.9% |
8 790 |
16.8% |
Disputed administration charges includes charges for the initial connection and termination fees |
5 344 |
14.9% |
7 478 |
14.3% |
Credit/adjustment includes charges and or adjustments incorrectly applied or not applied |
2 607 |
7.3% |
4 430 |
8.5% |
Direct debit includes not activated, not authorised, or not cancelled |
2 990 |
8.3% |
3 683 |
7.0% |
Bill not received |
1 361 |
3.8% |
2 620 |
5.0% |
Payments incorrectly applied or not applied |
724 |
2.0% |
1 617 |
3.1% |
Bill details and or format |
637 |
1.8% |
1 396 |
2.7% |
Others include delayed charges, charges arising upon the consolidation or deconsolidation of the consumer’s account/services, and debts arising from a pre-paid service |
594 |
1.7% |
1 171 |
2.2% |
Total |
35 918 |
|
52 304 |
|
The billing and payments category, which has traditionally been the TIO’s top category, was replaced for the first time by customer service. Billing and payments encompasses disputes about usage charges, administrative charges imposed by service providers and disputes relating to incorrect or unauthorised direct debits.
The main drivers for billing and payment complaint issues included:
Disputed usage charges
This category included claims that consumers had:
- incurred excessive charges after exceeding their internet download limit
- disputed the total of their bills because they were unable to identify the pricing or nature of the charges
- not been placed on the correct plan for their service and as a result they had incurred higher than expected charges.
These types of complaint issues may arise if there is insufficient information on the bill or at the point of sale about the price and nature of the service. This category formed the main component of billing and payments complaint issues, comprising 40.4 per cent in 2007/08 (compared to 47.4 per cent in 2006/07).
Disputed recurring charges
This category includes claims by consumers that they had:
- been incorrectly charged for or did not know that they would be charged for equipment bundled with their service
- not had access to their service for various reasons and ought not be charged the service charges.
Disputed administration charges
This category includes claims by consumers that the service provider had charged them an administrative charge. For example, they may have been charged an initial connection fee for a service that was not connected, or charged a termination fee under circumstances where they were unaware of this fee at the point of sale or at termination.
Credit and/or adjustment
This includes claims that the service provider incorrectly applied or failed to apply a credit or discount to the customer’s account where this credit had previously been promised or was part of the consumer’s terms and conditions.
Direct debit
This category includes claims that a consumer’s bank account or credit card was direct debited without their authority or their direct debit instructions to the service provider were not activated, or in some situations, not cancelled after they terminated the service.
Bill not received
This category includes claims that the customer did not receive their bills from their service provider.
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