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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
A small business moved premises and their service provider didn't transfer their phone number to the new address.
Outcome
The service provider paid the small business $16,165 in compensation.
Complaint
Consumers signed a "no-lock in contract" and then were charged for the devices upon leaving the contract. They were not advised that payment for the device could not continue as separate from the service contract.
Outcome
Consumers were allowed to continue to pay off the devices, and marketing materials for the plans was amended.

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This page was last updated on
13th Sep 2019
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