Telecommunications Industry Ombudsman: 2013 - 2014 Annual Report
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Easy to understand bills

Telstra consumers now find their bills are easier to read and understand after discussions between the provider and the TIO.

We contacted Telstra after noticing that many of the telco’s customers who contacted us had trouble understanding the relationship between charges and credits on their accounts. A number of consumers made complaints about being double billed, when in fact, they hadn’t.

We raised the issue informally with Telstra by passing on the feedback that consumers had given to us.

Results

Telstra took on board the feedback and decided to find ways to improve the invoices. It invested in studies to understand how its customers read their bills. With the results of these studies as a guide, Telstra redesigned its invoices so customers could understand them more easily, while still complying with tax law.