Switched On Australia - it's your call

Switched On Australia

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 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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