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Your Bill

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.

Your Details

This is your name and address that we have on file for the account. If you notice anything here that's not correct, make sure you let us know straight away.

Invoice Details

Here you'll find all the details for your current invoice.

Overdue Amounts

This specifically refers to any amount that may not have been attributed to your previous invoice, even if it was only a few cents left over when you paid. This is just there so you know that amount forms part of the total Amount Due.

Invoice Number

Because you receive a new bill every month, we simply number them so we can keep track of each invoice. The number is simply your customer, followed by the billing cycle we're up to.

Important Information

We'll use this to inform you of things that are important, and will use this to also let you know the individual charges for different payment methods.

Billing History

To assist you with keeping track of your spending and work out your "average" bill, we include a little chart to show you how your current bill looks compared to your two previous bills. This way you can quickly see if your spending has increased, decreased or stayed about the same.

Charges Summary

This shows you the total charges for each service type, and the GST that has been applied to the bill. Don't be alarmed if you see no charges for some services you have us with here. The way our billing system works sometimes causes services like Internet to show with no charge, when it's bundled with your home phone services.

Bulletin Board

Here we will include bulletins and updates from time to time that we want to make you aware of. Make sure you keep an eye on this, as this is where we will often announce changes to plans, that may include your plan.

How To Pay

This will let you know all the different methods to make payment and how you can do it. Refer to our FAQ below for the charges that may apply, or check the "Important Information" of your bill.

Service Summary

This page will show you a summary of all the charges that make up your total new charges. Please note this is not an itemised invoice, however these can be provided uponm request. Contact our customer service team to arrange this.

Charge Type

This column shows the different types of calls & charges for each service as a summary.

Date

This shows the date range that the call types & charges occured that have been applied to this invoice.

No. of Calls

Don't mind the label, this is just advising how many items (or calls) have been included for each call & charge type..

Cost

This is the total cost for each call & charge types, excluding GST.

Summary Breakdowns

This is where we show you some of the individual charges that made up the summary at the top of the page. In the example bill for example you can see individual calls to *10#, as well as the Monthly Access Charge. It also shows the number or service that the charge applies against. .

Service & Equipment

You'll notice a $0.00 charge here for fixed line phones (the same shows for DSL charges where you have an ADSL connection with us too). This is OK. We don't charge you your monthly access fee (sometimes known as line rental) here . You'll see that charge labelled as "Monthly Access" under the "Total Service Other" heading above it. This is because we don't charge you specificallly for line rental, but instead provide you a plan or bundle service that includes line rental in the total cost.

Credits

Anywhere you see a "CR" after a cost or charge, that means we've applied a credit for that amount. This will be especially important on our included value and mobile phone plans. As before however the amount shown doesn't include GST, as GST is added later to the remaining charges after the credit si applied.

FAQs about Billing

When is my bill due?

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 period.
Does 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 contact us
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

BPAY through your Bank

Post Billpay

At any Australia Post Office

Over the Phone

Automated pay by Phone Service

Online

Pay via our website with your Customer Number & Password

Direct Debit

Direct Deposit to our Bank Account

Mail

Mail Cheque or Money Order
Are there any fees when I pay by any of the methods available?

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 time.

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 accurately.
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 higher amount.
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 inclusions.
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 you.

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 value.
        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
    allowances.

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 wholesalers.
    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.

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your billLearn all about your bill here.

FAQs about Billing

BPay

Post Billpay

Over the Phone

Online

Direct Debit

Mail