ADSL & VoIP 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.