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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.

Here's how other cases were managed

Complaint
Payment details were accidently deleted from the customers account.
Outcome
Details were restored and a discount applied to the account.
Complaint
Mobile coverage upgrades promised were not being delivered.
Outcome
Early termination fees for affected customers were waived.

Related trends and articles

This page was last updated on
12th Jun 2019
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