your billLearn all about your bill here.
We know that looking at your bills can get quite exhausting and sometimes even confusing, so hopefully we can answer all your questions here. The tool below shows an example bill. You can zoom in and out using your mouse and click the little green markers to find out more about different parts of your bill.
Below that, we've included some Frequently Asked Questions (FAQs) that we get and some information to answer them for you. Of course if you still can't find the information you're after here, that's OK. Just
contact us and we'll be glad to help you.
FAQs about Billing
When is my
Your bill is due on the same
day of each month (i.e. 15 April, 15, May, 15 June).
I just received my first bill from
Switched On. Why is it so high?
Your first bill may include
pro rata charges for part of the month if you started or changed your plan part
way through a billing period. Your monthly charges are billed pro rata according
to your billing cycle.
It will include your minimum monthly charge in advance, plus a proportion of
your minimum monthly charge based on the number of days left in the billing
Switched On charge my for my bill?
You will receive
your bill free via email
and can access it at any time online via the Members tab. If you’d like a paper
bill posted, we can send you one for a fee of $2.50.
Customers who receive a paper bill may request fully itemised billing at a small
additional charge of $2.50.
E-billing customers can have fully itemised bills free of charge. To make a
request or change to your method of billing please
How can I pay my bill?
Switched On offers a variety of methods to pay your bill. The table
below shows each of the methods available.
BPAY through your Bank
At any Australia Post Office
Over the Phone
Automated pay by Phone Service
Pay via our website with your Customer Number & Password
Direct Deposit to our Bank Account
Mail Cheque or Money Order
Are there any fees when I pay by any of the methods
This depends on the method of payment you choose. Switched On
provides the option to pay us by
direct debit without an additional payment
fee. If you have set up a direct debit with us, you can check and update
your direct debit details in the
members section of this website.
A payment processing fee
is charged for Switched On bills paid by credit card. For Visa and MasterCard
the fee is 1.6% of the payment amount, including GST. For Diners Club the fee is
3.5% of the payment amount, including GST.
Can I change my billing cycle?
Unfortunately, Switched On isn't able to provide this service at this
Our billing platform is linked in with a much larger and complex system
that communicates with the various Carriage Service Providers we utilise
to provide you with our services. As a result of this, we are limited to
a set billing cycle in order to allow us to operate correctly and
I can't make a payment by the due date, what do I do?
Here at Switched On we understand
that sometimes things just happen and you may need some extra time to
make your payment.
Simply contact our friendly customer service staff and we'll happily
arrange an extension for you. Depending upon the circumstances involved,
this may also enable you to avoid an additional late fee. Our late fee's
are either $13.75 (inc GST) or 3.75% of your bill, whichever is the
I'm struggling with money at the moment and need more
help with paying my bills. Can Switched On help me?
Yes, of course we can. Life isn't predictable and circumstances change
all the time.
Switched On offer Financial Hardship Assistance to it's customers where
a change in circumstance or significant financial hardship may exist.
Please refer to our Financial Hardship Policy for further information. The form of assistance may include
changing your plan, or restriction or suspension of the account
temporarily. We can also offer payment plans, and may accept settlements
in order to clear an outstanding account.
The most important thing to remember is, don't be afraid to tell us if
you're having trouble managing your bills. The sooner you tell us, the
sooner we'll be able to help you, so that it's one less thing you need
to worry about.
What is Excess Usage?
Excess Usage occurs when you go over your included monthly value. This
can lead to additional charges being applied to your account for that
extra usage. This can happen on any Switched On product where barring or
a "cap" isn't applied. For this reason it's important to understand what
your included value is, what calls/usage is included and excluded from
that, and what spend management services and tools we offer.
If you need more information about your plan, or have questions about
your usage, you can contact our customer service team on 1300 455 620
between 9:00 am and 5:30 pm, Mon-Fri (excl. public holidays), and we'll
happily answer your questions and guide you through your plan
What Spend Management tools can I get access to?
At the moment we provide two methods to monitor your spending and usage.
Firstly, all customers can gain access to the Customer Portal, located
in our members page. All you need to do is log into your account and
you'll be able to check where you're up to with your account.
If however you can't access the portal, you can also call our customer
service staff on 1300 455 620 between the hours of 9:00 am and 5:30 pm,
Mon-Fri (excl public holidays), and we'll happily check your usage for
One thing you need to note however is at this point in time, there is up
to a 48 hour delay for
information to be included on our system. This means a call you make
today likely won't appear on your account (or even to us if you call
directly) for up to 48 hours. We are working on methods to reduce this
delay and offer real-time information, however at this point in time
this is under development.
How else can I manage my bill costs?
Switched On provides the following
to help you manage your credit exposure, free of charge;
1. By using the customer portal available at the
members page, or by contacting our
customer service staff on
1300 455 620 between the hours of 9:00 am and 5:30 pm, Mon-Fri (excl
public holidays) for the same information.
2. You can restrict certain services (such as some call types and
premium SMS) associated with higher fees.
3. For some account types, if you incur usage charges that are
significantly higher than your monthly service fee, we will notify you
by SMS and/or email.
i. Our mobile
plans will alert you when you have reached 80% and 100% of your included
ii. A number of our
services have interim billing once you reach certain levels in excess of
your monthly plan fee. This should be taken as advice to check
your spend and see how you can better manage your usage. We can assist
you to re-assess your needs.
4. If you find you're often exceeding your monthly call or data
allowances, consider upgrading to one of our plans which feature
unlimited services, or higher
5. Not all charges will appear on your bill in the month it occurs.
Occasionally there may be delays in charges being passed onto us by our
However we are not permitted to bill you for any charges
older than 160 days.
6. Keep in mind that delays in unbilled charges are usually from
overseas usage or premium and third party services.
Will Switched ON help me manage my usage to control spending?
We're happy to help wherever we can when it comes to people keeping their costs down and save money.
In order to do this, we'll send you a message whenever you reach 80% and 100% of your usage/included value
on your mobile phone or broadband product. We will also bar the services in order to control your usage,
which we are happy to remove if you wish us to. We just like to make sure our customers can't run up a bill
they can't afford. We're working on getting even better with notifiying everyone of their usage, including providing you with an earlier notification.
We'll also allow you to set up various types of barring on your home phone product if you'd like us to,
however we're not able at this time provide you with a warning text message.
Lastly, don't forget about that 48 hour delay. We're trying to fix this as soon as we can, but until we do, those warning messages can be for usage from at
least 48 hours earlier.