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Can I still get a paper bill?

While many consumers may find online bills and usage tools convenient, some may have difficulties accessing and using their bill electronically for a variety of reasons particular to them. If you cannot access and use an electronic bill, you are entitled to a paper bill.

Voice Only Phone Services

If you have a voice only service and do not have broadband, you are entitled to a paper bill in the post, free-of-charge, from your phone service provider.

Phone and Internet Services

You can request paper billing, free of charge, from your service provider if you:

  • cannot reasonably access or use an electronic bill after you receive it;
  • have a disability.

Once a customer can access and use an electronic bill, service providers may provide electronic bills by default, or they may switch their customers to “paperless” billing.

You can also request a paper bill from your service provider if you can access an online bill but you wish to also have a paper bill, however, you may be charged a fee.

What is paperless billing?

Your electronic or “paperless” bill from your service provider may be:

  • Sent to you by email; or
  • Made available through your online account; or
  • Made available through a mobile app.

Your service provider must let you know when your electronic bill is available online.

Prepaid Services

If you have a pre-paid service, you are entitled to request your transaction details from your service provider. Your service provider must give you these:

  • free of charge;
  • in a format that you can access; and
  • within a reasonable period of time.

We have a page on our website with advice and information on billing, which includes information on methods of billing.

 

 

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