Telephone customers will receive easier to understand and more accurate telephone bills following the registration of a new customer billing code by the Australian Communications Authority (ACA).
The Code offers significant new consumer safeguards by setting minimum standards for the content and presentation of bills, customer access to billing information, verification and itemisation of billed charges and timeliness, frequency and payment of bills.
Billing has consistently been the largest category of complaints lodged with the Telecommunications Industry Ombudsman (TIO), with billing complaints accounting for over 34 per cent of all complaints received over the last three years.
ACA Acting Chairman, Dr Bob Horton, said that analysis of the complaints indicated a need for a number of changes to the way bills are presented, including better itemisation of fees and charges on bills, and greater access to additional information for customers with billing enquiries.
"This Code will ensure that suppliers provide these features", Dr Horton said.
"Up until now, the only standard requirement for billing was the itemisation of calls. The Code gives consumers certainty in terms of what suppliers must provide, and consistency from supplier to supplier, when it comes to bills and ensures they are provided with accurate, timely and complete bills."
The Code applies to all carriers, carriage service providers and content service providers and covers the full range of telecommunications services offered by these providers, including fixed and mobile telephone services, Internet and other data services.
If suppliers do not abide by the Code significant financial penalties may apply. The TIO will be monitoring complaints on the Code and will the advise the ACA if action is required.
The Billing Code was developed by the Australian Communication Industry Forum (ACIF)-the peak telecommunications industry body responsible for codes development. It is the result of over two years discussion and negotiation by industry representatives, consumer organisations and government regulatory authorities.
For further information please contact Neil Whitehead
