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Help with billing issues

When you are paying for phone and internet services, it is important you understand and agree to the costs. If you do not understand your bill or are charged more than you expect, it can cause frustration and financial stress.

The most common complaints we see about billing issues involve:

  • cancellation charges
  • unclear bills
  • refunds for services not delivered
  • overcharging.

When handling billing complaints, we may ask you or your provider for more information. This could include:

  • bills
  • what you were told by your telco and what you agreed to
  • communications about bills and payment reminders.

We also take provider obligations into account, including telco-specific rules about billing and the Australian Consumer Law.

More information about billing issues

Read our Good Industry Practice Guide for billing

Getting your money back: how to stop direct debits and reverse charges

Tips for billing complaints about mobile services

How we've helped consumers with billing issues

Case study: Tamin Tutoring was charged an unfairly high early cancellation fee

Case study: Telco C credits customers who received high bills after using a ‘pre-paid’ service

Case study: Billing dispute and suspended service

Case study: Daniel’s beauty salon is paid $10,000 in compensation for business loss