Billing & Payments

 

Billing 

 

We’ll send you monthly bills for your services commencing on the 3rd of the month after the date you placed your order; billing takes place on the 3rd of each calendar month thereafter. We bill you in advance for regular charges such as monthly service fees, and in arrears for other charges, like usage.

We try to include all the charges for a billing period in the relevant bill, but sometimes we may need to include charges from a previous period.

You may also receive bills after a Service has been cancelled, for charges you incurred before or when the Service was cancelled, but we will bill them within a reasonable time after cancellation. These charges will comply with the billing requirements in the Communications Alliance Code – Telecommunications Consumer Protections (C628). A copy of the Code can be found at: www.commsalliance.com.au/Documents/all/codes/c628

 

We will send you your monthly bill by email, you can view this bill online via the Account Portal. The format of your bill will be in pdf format.

To help ensure you can continue to receive your Email Bill, it is your responsibility to:

  1. notify us if the email address we use to send your bill to changes;
  2. ensure that you have sufficient space available in your email mailbox to receive your Email Bill;
  3. check your junk email folder to see if your Email Bill has been delivered there instead of your Inbox;
  4. contact us if you do not receive your Email Bill; and
  5. keep your email account secure to protect the privacy of your personal and credit information contained in the Email Bill.

If you require us to re-send invoices older than 3 months from the time of request, and that billing information is available without charge in the PennyTel portal, a fee of $10 is payable per invoice requested. PennyTel sends out Email bills only.

 

Each bill will set out a both a summary of the charges and a breakdown of calls made, SMS sent and data used. We will bill all charges, applicable taxes and surcharges monthly in advance. Any usage charges will be billed in increments that are rounded up to the nearest minute.

 

If you dispute a bill, you must notify us within 14 days of the date of the bill, telling us the invoice date and number, the amount you dispute, your detailed reasons and any documentation to support your claim. You must pay any amount that you do not dispute by the due date. We will investigate the dispute and notify you of the outcome within a reasonable period. If we find an error in the bill, we will apply a credit to your bill and you must pay any outstanding remainder by the due date. If you no longer have an account with us, we will take reasonable steps to refund any overpayment to you.

If you are not satisfied with the outcome of the dispute, you can seek to resolve the dispute through our complaints process.


Payments

 

PennyTel offers a variety of payment methods to pay your bill.

ONCE-OFF PAYMENTS

Credit Card Online

Log into the Account Portal. Click on ‘Billing’ in the top menu and then select ‘Pay Account’ and you will be prompted to enter your card details to make a one off payment.

Provided payment is successful, your credit card will be debited and your PennyTel account will be credited immediately.

BPAY

You can pay your bill by Bpay via your bank or financial institution. You can find the Bpay details that you need to use on your bill that we email to you, alternatively, you can log in to the Account Portal and view your latest invoice to get the correct information.

Please note that BPAY payments can take up to 3 working days to be credited to your account.

 

AUTOMATIC PAYMENTS by Credit Card

You can register for automatic payments of your PennyTel account by registering your credit card details via the secure Account Portal.

Payment will be taken on the due date of your invoice. We will send you a confirmation email to let you know whether payment was successful or unsuccessful.

If the payment was unsuccessful you will need to ensure you make a payment yourself to ensure your account does not go overdue.

You must give us a valid credit card number (Visa, MasterCard, or any other issuer then-accepted by us). If your card expires, you close your account, your billing address changes, or the card is cancelled and replaced owing to loss or theft, you must advise us otherwise automatic payments will fail.

Customers are responsible for making payment to keep their accounts up-to-date in accordance with the account status.

 

If you pay for the Service by credit card or charge card, you authorise us to disclose your credit card details to and obtain information from the credit card issuer to verify those details and your ability to pay the charges using the credit card, and bill all charges to your credit card on a monthly basis and any Break Fee or other charges which may become owing on cancellation of the Service.

 

Your account will have a credit limit for unbilled charges of $100. This is to protect you from financial over-commitment. We can vary the credit limit and credit terms by notifying you if we reasonably become concerned about your ability to pay at any time. You must pay the charges by the due date in the bill. If at any time within a billing period the unpaid charges exceed the credit limit, we can ask you to pay an amount to bring your account below the credit limit, even if we have not sent you a bill.

You may also choose to restrict your service access to ensure you do not incur any additional charges until the start of the next billing period.

You can reduce your account credit limit to $50 if you wish. You can do this online via the PennyTel portal.

 

If you fail to pay a bill by the due date, we can restrict, suspend or cancel your service.

If after you have been restricted and our records show that we have not received any payment for the due amount, we will commence our credit management process. Continued failure to make a payment for the overdue amount may result in your services being suspended and then disconnected.

Once your service(s) has been disconnected, you will not be able to reconnect it. Your current service plan(s) and telephone number(s) may no longer be available.

After disconnection, we may report your payment default to a credit reporting agency, collection agency and/or debt buyer and it may be recorded on your credit file with a credit reporting agency. We may also pass your debt to a collection agency and/or debt buyer and legal action may be taken to recover the unpaid debt.

 

If you are experiencing difficulties paying your bill, our Financial Hardship Policy outlines how you can recieve assistance.


Spend Management Tools

 

PennyTel has various spend management tools that you can use to help you monitor your spend and prevent bill shock. All of our spend management tools are free of charge except call control which is $6 per month.

The following tools are available:

View Your Usage Online

You can login to the PennyTel portal at any time and view a breakdown of your usage and charges. Your usage report is update daily with the previous days data.

Please note, the usage shown relies on data that is not always reported in real time. Where there is a time delay, fast usage cannot always be caught.

You should also bear in mind that usage made whilst roaming (outside of Australia) and charges that are billed by third party and/or premium rated services can sometimes be considerably delayed. We rely on receiving the information from third parties, and therefore this tool is not suitable for monitoring usage of these services.

Unbilled Account Credit Limit

This is the amount of money you are able to spend over and above your monthly fee. All PennyTel accounts have a default unbilled account credit limit of $100. This means that we monitor your usage throughout the month and when your usage cost reaches $100 we will send you an email letting you know.

If you want to continue using your service for the rest of the month you will need to make a payment that will bring your amount owed below $100. If you want to cap your spend at this level, you can do this by requesting for us block access to certain services such as data to ensure that you do not incur any additional charges.

This measurement tool relies on data that is not always reported in real time. The usage detector can be delayed for up to 48 hours, but does work as close to real time as we are able to achieve.

Please also note that calls made whilst roaming (outside of Australia) and charges that are billed by third party and/or premium rated service rely on PennyTel receiving the information from these parties, and that information can be considerably delayed. This tool is not therefore suitable for those services.

You can reduce the default amount to $50, you can do this in one of two ways:
1. Log into the portal and adjust the credit limit yourself
2. Call us on 1300 232 888 and we can adjust the limit for you to anything below $100

Restriction of Services

If you want to restrict your services to prevent specific call types from being made for example premium/ international calls, you can do this by contacting our customer service department. Please note that this can be done, but is not a tool that can be turned on and off at regular intervals. We cannot change your access more than once per month.

Fixed Cost Plans

If you are eligible you could choose from one of our fixed cost plans with higher inclusions. For example if you are on a casual rates plan with no inclusions or a small plan and keep exceeding your plan inclusions every month and incurring extra charges, you may be better off on a higher plan with more inclusions.

Questions?

Phone

1300 232 888

Online

Submit online enquiry

 

Updated: 6 September 2016