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Unclear, delayed and missing bills

We can help with your complaint about bills that are unclear, irregular or delayed, as well as complaints about how bills are provided. To resolve your complaint, we consider the law, good industry practice and fairness.

Types of billing complaints

We deal with complaints about billing issues such as:

  • bills that aren’t itemised
  • bills with unclear charges, credits or adjustments
  • not receiving regular bills, or being billed for old charges
  • how bills are provided.

What you should expect from your provider: the law and industry practice on billing

Your phone bills should be clear and itemised

By law, phone bills must show the date, destination number, duration and cost of all calls, except untimed local calls. Information in bills should be clear and accurate, and include all the important details. 

You should get a bill within ten business days of your billing period

Generally, providers must bill you for each billing period. If you’re given a bill more than 10 business days after the end of the billing period, you should also get more time to pay. 

You can’t be billed for old charges

Unless there are exceptional circumstances, providers must not bill you for charges that you incurred more than 160 days ago.

More information

For more detailed information read our guidance on Billing - in detail.

How we've helped other customers

Telco E sells technical support to customers who do not understand or need it
Telco E retrained its staff about the service. It also gave customers who were signed up to the service the option to cancel without a cancellation fee
Telco C credits customers who received high bills after using a ‘pre-paid’ service
We worked with Telco C to help it improve the information it gave customers about possible data charges
This page was last updated on
30th Aug 2021