What is electronic billing?
Your electronic or paperless bill from your service provider may be:
- Sent to you by email; or
- Accessible through your online account; or
- Made available through a mobile app.
Your service provider must let you know when your electronic bill is available online.
If you cannot access and use an electronic bill, you have the right to receive a paper bill.
Phone and Internet Services
You have the option to request paper billing at no cost from your service provider if you:
- cannot reasonably access or use an electronic bill after receiving it;
- have a disability.
Once you can access and use an electronic bill, service providers may automatically send electronic bills.
You can also request a paper bill from your service provider if you can access an online bill although you may be charged a fee.
Phone Services only (without Internet)
If you have a voice-only service and do not have broadband, you are entitled to a paper bill in the post at no cost from your phone service provider.
Prepaid Services
If you have a pre-paid service, often seen with mobile plans, you have the right to request your transaction details from your service provider. Your service provider must give you these:
- at no cost;
- in a format that you can access; and
- within a reasonable timeframe.
We have a advice and information on billing, which includes information on methods of billing.
