Billing

In effect from 1 July 2025

The TIO expects providers to approach billing disputes and payment options fairly and transparently.  

Consumers should have access to bills that are easy to read and clearly show the cost of the goods and services both parties agreed to.

Good industry practice also requires telcos to approach disputed charges, undisputed charges and unexpected high bills in ways that prioritise consumers staying connected to their services.

When consumers find bills unclear and payment options challenging, it can lead to frustration, disputes and financial hardship.

The TIO’s Good Industry Practice Guide on Billing covers: 

• Sending bills to customers
• Easy to understand and accurate bills
• Payment options
• Disputed charges
• Undisputed charges
• Delayed bills
• Unexpected high bills
• When consumers cancel mobile services.