Australian Communications Consumer Action Network (ACCAN) and the Public Interest Advocacy Centre (PIAC) commissioned research on how consumers experience their billing arrangements. 

This research has found that some of the payment options that are offered by telecommunications providers to their customers are not suitable for people in vulnerable circumstances.

Some of the key findings of the research include: 

  • For telecommunications consumers, direct debit is the most used form of payment.
  • One third of consumers have experienced some form of telecommunications payment issue in the past two years.
  • Consumers want options that do not impose additional financial costs on them for using them.

ACCAN recommends telecommunications providers:

  • Offer consumers a choice of payment methods from the outset and not nominate direct debit as a default option for consumers.
  • Offer multiple free methods of bill payment in addition to direct debit.
  • Stop imposing charges or late fees for late payments caused by delayed processing.

Download:  docxDirect Debit in Telecommunications4.09 MB

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View the Direct Debit in Telecommunications Media Release