Getting Help with Billing Problems – What You Need to Know

If you’ve ever looked at your phone or internet bill and thought ‘this doesn’t seem right,’ you’re not alone. Billing complaints are one of the most common types of complaints we look at. This article explains how the TIO helps with billing problems, what we expect telcos to do, and what you can do if something doesn’t add up.

What billing problems can we help with?

Your first step should always be to talk to your telco. If that doesn’t get your problem fixed, we’re here to help.

The TIO can help with many types of billing complaints, including problems with:

• Charges after cancelling a service
• Unclear or confusing bills
• Refunds for services that didn’t work
• Being charged more than you agreed to pay.

If you’re not sure whether your issue is something we can help with, it’s always worth reaching out to us for a free and easy conversation about the right next steps for you.

What do we expect your telco to do?

When it comes to billing, we expect telcos to do the right thing for your individual circumstances and to follow good industry practice. What this means differs from complaint to complaint, but could include:

• giving you billing information that is easy to read and accurate
• stopping action to pursue a debt where you’re disputing the charges
• explaining unexpected high bills
• offering payment plans, extensions or other types of payment assistance where needed
• letting you cancel services without penalty if your telco can’t deliver what was promised.

What steps can you take?

Here are some tips on steps you can take to protect yourself or better equip yourself to talk to your telco about fixing your billing problem:

• Check your bill carefully: Look for charges you don’t recognise or services you didn’t use.
• Know what you agreed to: Keep a copy of your contract or Critical Information Summary. This helps you understand what you should be paying.
• Ask questions: If something doesn’t make sense, ask your telco to explain it. You have a right to understand your bill.
• Dispute charges early: If you think a charge is wrong, contact your telco straight away. Ask them to pause any action while they investigate.
• Keep records: Save emails, bills, and notes from phone calls. This helps if you need to make a complaint later.

Remember, your rights matter. You have the right to:

• receive clear and accurate bills
• dispute charges you don’t agree with
• get help if you’re experiencing financial hardship.

Read our guidance on how we handle billing complaints

Read what we view as good industry practice for billing complaints