Category: Billing and Support
Last updated: Tuesday, 30 September 2025

How to query a charge on my bill?

Not Sure About a Charge on Your Bill?
We get it, sometimes a charge pops up and you’re not quite sure what it’s for. Good news: you don’t need to call us straight away. You can now submit a Billing Enquiry directly through our Self Care Portal.

💡 Quick Tip Before You Submit

 Before raising a case, check out our Common Billing Queries in the Help Section. You might find your answer there without needing to submit anything. If not, here’s how to lodge your enquiry:

📝 How to Submit a Billing Enquiry
  • Log in to the Self Care Portal

  • Hover over the ‘Case’ tab at the top of the page and select ‘Create New Case’.
  • Select ‘Customer Service’ as the Case Category and ‘Customer Service/Billing Enquiry’ as the Case Type.
  • Fill in the following details:
    a.    Select the Product your enquiry relates to
    b.    Add a Description of the issue
    c.    Upload any files or screenshots to help us understand the charge
  • Then click ‘Save’ to submit your enquiry. 
 
What Happens Next?

Your enquiry will be sent to our Customer Service Team for review. You’ll receive regular updates in the Portal as we work through it. If you’d like to chat with us about it at any time, feel free to reach out here.

Note: Please allow 3–5 business days for us to review and respond.
 

Billing and Support FAQs

Got questions about billing, payments, support, account management, online safety, or offers? Find all the answers you need here!

Contact our team

Get in touch, your way.

Find articles to help answer your questions.

  • Total One Off   $0.00
  • Total Monthly   $0.00
  • Total Today   $0.00