Your bill is the main way your phone service provider communicates with you, so it is important the information it contains is clear. In fact, the law requires your phone company to bill you in a way that is accurate and easy to understand. The Billing Code is one of a series of voluntary codes of practice developed by the Communications Alliance.
Know what you are being billed for
The Telecommunications (Consumer Protection and Service Standards) Act 1999 requires your phone company to list (or itemise) all non-local calls on your bill. You can also ask to have local calls listed, although your provider may charge you for this.
For itemised calls, bills must display the call date, the number called, the duration of the call and the charge. However, other charges, such as equipment rental and maintenance, can be recorded in different ways, such as 'service and equipment'.
If you are not sure what you are being billed for, you should contact your telephone provider and ask for a full breakdown of charges.
Can my phone company change my terms and conditions of service?
A standard form of agreement (SFOA) is a pre-set contract that sets out the standard terms and conditions for the supply of a telecommunications service to you.
Service providers are able to change their terms and conditions of service under a standard form of agreement, as long as they give you reasonable notice of the changes, especially where you might consider the changes to be detrimental.
If you are not happy with changes made to the standard form of agreement that applies to you, contact your service provider to check if they can offer you any other options. Alternatively, do some research and see if another service provider can offer you an arrangement which suits you better.
Contact your service provider if you are unsure about the terms and conditions that apply to you. Your service provider should be able to give you a summary version in plain language that is easier to understand.
Why can Telstra put up my line rental?
Telstra's charges for connections, line rentals, local calls, trunk calls, international calls and digital mobile telephone services are jointly subject to a price cap. Telstra can vary its prices for these services so long as it complies with the government's price control arrangements which require the aggregate price of all services (including line rentals) to decline by 5.5 per cent annually in real terms (that is, net of inflation).
If you do notice an increase in charges for your line rental, for example, have a close look at your bill, because you may find that some of your other charges have decreased.
I don't think that my phone bill is correct
If you do not understand your bill or you think it is incorrect, you should first try to resolve your concerns with your service provider. If a call to the service provider's customer service hotline is not enough, write a letter to the provider's complaints area explaining your concerns. Visit our page on How to complain for help to write a letter.
If you are not satisfied with the resolution or explanation offered by the service provider, contact the Telecommunications Industry Ombudsman. You must have tried to resolve the dispute with your provider before the TIO can consider your complaint.
Because bills are a matter between you and your phone company, we generally cannot help you if you think your bill is wrong.
What help can I get from my phone company if I am having trouble paying my bill?
If you are experiencing difficulty paying your phone bill, you should contact your phone company to find out about your options. Phone companies are required to offer assistance to customers who are having problems paying their bill. These obligations are set out in a Credit Management Code that applies to all phone companies (for details, visit the ACMA website).
For more information
The Australian Communications and Media Authority (ACMA) is a government agency responsible for the regulation of broadcasting, the internet, radiocommunications and telecommunications. The ACMA has fact sheets on a range of consumer topics which can help you learn more about telephone billing and other telecommunications issues.
The Communications Alliance also publishes brochures and fact sheets on a range of topics that you might find helpful.
You are entitled to have your complaints to telecommunications service provider dealt with promptly and fairly. If your concerns are not resolved to your satisfaction, you may contact the Telecommunications Industry Ombudsman (TIO) for assistance. The TIO is an office of last resort and can only consider your complaint if you have tried unsuccessfully to resolve your dispute with your provider.
