If you have recently received an email, call or letter about a delay with your next bill, the following information may help answer some of your questions.
What the delay means for your account and your various telephone-related charges
During the delay, which is known as the withheld bill process, usage and monthly charges will be tracked as usual. This delay will also not cause disruption to your products and services.
Previous Bills Bills already received are still payable on the due date shown on the bill, and a late fee may be charged if you don’t pay your bill on time.
We’ll let you know your bill has been delayed While your bill is delayed, we’ll contact you to let you know there’s a delay around the time you would expect to receive your monthly bill.
We’ll contact you by email using your email bill address, or by phone and post if we don’t have your email address.
Making payments while your bill is delayed We recognise that receiving bills monthly means that it’s easier to stay on top of monthly expenses, and we apologise for any inconvenience the delay causes you.
There are several ways we can help you to stay on top of your monthly expenses while your bills are on hold.
For customers registered with online billing, you can check unbilled charges at telstra.com/myaccount.
The Telstra 24x7® App on your smartphone or tablet device can help you to track unbilled charges.
You can call us on 13 22 00 at any time for an estimate of your unbilled usage to date.
While your bills are delayed, you can still make payments towards your account in weekly, fortnightly or monthly intervals.
Alternatively, you can choose to wait until you receive your delayed bill before making a payment.
Making changes to your account, or to your products and services You can still make changes to your account (such as changing your billing address) while your bill is delayed. Changing products and services or plans and bundles is also possible (subject to the usual credit checks and product availability).
We’ll let you know when your bills are ready to be issued When the cause of the delay is resolved, we’ll contact you by email or letter and also follow up with a call.
What happens once the delayed bills have been sent to you Once your bill is released, the bill(s) that would have been issued will be sent to you over the next few days. When you’ve received all the delayed bills, you only need to pay the total of the most current bill to cover the charges and bring the account up-to-date.
After the last delayed bill has been sent to you, your monthly billing will return to normal.
If you pay your bill by automatic Direct Debit If the bill amount is debited from your nominated bank account or credit card on the due date, the amount owing will not be debited from your account until you receive the delayed bills.
When you’ve received the delayed bills, we’ll debit each bill amount on the due date of each bill. This means, if there was a delay in the production of two bills, two bill amounts will be debited from your nominated account or credit card within a few days of each other.
If you need more time to pay once you receive the delayed bills, and want to maintain your direct debit arrangements, please contact us. We’re here to help.
Fixed amount Direct Debt payment arrangements If you make regular fixed amount Direct Debit payments, payments made during the delay will appear on the bills sent to you and be offset against the charges you’ve incurred.
The final amount owing will be shown on your last delayed bill.If your letter mentions a credit
In some instances, some charges will be reimbursed back to you. If you receive a notification from us that mentions a credit then this will be applied automatically and there’s no further action required by you. The total amount owing on the most recent bill, once they start arriving, will take the credit into consideration.
If you have any questions about your account once the delayed bills have been sent to you, or if you need an extension of time to pay the delayed bills, please let us know as soon as possible.