Why is my bill higher than usual?

We understand that receiving a higher-than-usual bill can be confusing. Before reaching out to our team, take a moment to review Page 3 of your bill and check the common reasons below — this guide should help clarify things quickly.

🧾 First Bill? Here's What to Expect

If this is your first bill, you’ll see two plan fees:

•    Standard monthly plan fee – your regular charge.
•    Pro-rata plan fee – a one-off partial charge covering the days between your service activation and the start of your billing cycle.

This ensures your promotional discount applies to a full six months, not just part of one.

Other Common Reasons Your Bill Might Be Higher

1.    Late Payment Fee
If your payment wasn’t received by the due date, a $15 + GST late fee may apply — even if you're on direct debit, this can happen if the payment attempt failed.

💡 Tip: Set up direct debit via the Self Care Portal to avoid late fees altogether.

2.    Bounced Direct Debit Fee
If your registered card or bank account has expired or lacks funds, a failed transaction fee may be charged by your bank.

💡 Tip: Keep your payment details up to date in via the Self Care Portal

3.    Non-Direct Debit Charge
Payments via BPAY or Australia Post may incur a small fee, as these services charge us to process them.

💡 Tip: Direct debit from a bank account is the most cost-effective and convenient option.

Still Need Help?
If you’ve reviewed your bill and still have questions, our Billing team is here to help.
Raise a billing enquiry via the Self Care Portal