What are my options with paper or electronic bills

What is electronic 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.

If you cannot access and use an electronic bill, you are entitled to a paper bill.

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 you can access and use an electronic bill, service providers may provide electronic bills by default, or they may switch to electronic billing.

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

Phone Services only (with no Internet)

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.

Prepaid Services

If you have a pre-paid service (usually mobile), 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 advice and information on billing, which includes information on methods of billing.

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