Unclear bills
Bills should be clear, easy to understand, and what you agreed to.
TIPS
How you can resolve an unclear billing issue with your provider
Keep copies of your bills and contracts
Check the charges on your bill match what you agreed to when you signed up
Contact your provider and ask them to explain the charges you don’t understand
Ask your provider to investigate any mistakes, fix errors and refund any overcharged amounts
Write down any conversations with your provider
Expectations
What we expect your provider to do
If you’ve reported an unclear bill, your provider should:
Make your bill easy to read
Your bill must clearly list all charges, discounts, credits, payments and due dates.
Be accurate
Every charge on your bill must match what you agreed to.
Explain charges
If you don't understand a charge, your provider should explain it to you.
Ready to make a complaint?
10-20 minutes
OUR CONSIDERATIONS
We look at what went wrong, what your provider told you and if they did enough to fix it.
If your bill clearly lists all charges, discounts, credits and due dates
If the charges on your bill match your contract
If you the provider charged you for services you didn’t agree to
If the provider explained charges, you didn't understand
If the provider fixed any billing mistakes
POSSIBLE OUTCOMES
Depending on your issue, we may ask your provider to...
Give you a refund
Explain the mistake, and refund charges you didn’t agree to or were wrong in a timely manner.
Stop unauthorised charges
Stop billing for services you didn’t agree to and refund any payments you made in a timely manner.
Fix future bills
Ensure all charges are listed clearly and accurately on future bills.
Provide a clear explanation
Explain and charges you don’t understand and verify they are correct.
How we've helped others
- Billing or debt
Zed signs up with TellAll, pays by direct debit, but doesn’t get a bill
Customer paid for an NBN service by direct debit but didn’t receive monthly bills. We worked with the provider to fix its billing system and improve how customers receive bills.