VISIT A TELSTRA STORE TELSTRA.COM/MYACCOUNT CALL 13 TELSTRA YOUR BILL

Transcription

1 XXXXXX VISIT A TELSTRA STORE TELSTRA.COM/MYACCOUNT CALL 13 TELSTRA YOUR BILL If you would like this brochure on CD please call If you d like an accessible brochure (RTF) please visit telstra.com.au/accessible-brochures MAR IT S HOW WE CONNECT

2 MANAGE YOUR BILL THE EASY WAY You can make taking care of your Telstra bills super-easy. Start by combining all your eligible services (Telstra fixed line, mobile, BigPond internet and FOXTEL from Telstra) on a Single Bill, so you only have one payment to mange each month. Then if you register for Direct Debit Automatic from your cheque or savings account, you won t even have to remember to pay your bill by the due date. SINGLE BILL 01 FREQUENTLY ASKED QUESTIONS 03 BILL PAYMENT OPTIONS 07 ONLINE BILLING 09 DIRECT DEBIT 11 DIRECT DEBIT REQUEST SERVICE AGREEMENT 13

3 THE CONVENIENCE OF A SINGLE BILL Telstra Single Bill lets you manage your Telstra services in one, easy to understand account. You get one bill, once a month. So you can take care of everything in one go. When you combine your eligible services into a Single Bill you ll notice some minor changes on your bill: The front page This will look the same as your old bills, but the totals will now include your Telstra fixed phone, mobile, BigPond internet and FOXTEL from Telstra services (as applicable). New charges breakdown This section gives you a quick overview of your new charges, grouped by service. When you get your first Single Bill, it may look like you ve been charged twice for some services. You haven t. It s just that it can take over a month for your first Single Bill to arrive, and it will include any charges incurred since your last Telstra bill, plus your monthly service charges for the billing cycle ahead. For example, if you used to get your mobile bill in the middle of each month and your first Single Bill gets issued on the 30th, it will include charges and credits for the remainder of the month, plus another full month in advance. Once everything settles into your Single Bill s regular monthly billing cycle, your charges will all go back to their normal monthly amounts. Experience the convenience of a Single Bill today

4 FREQUENTLY ASKED QUESTIONS 03 What services can be included in a Single Bill? Telstra fixed line, mobile, BigPond internet and FOXTEL from Telstra accounts in the same customer name can usually be consolidated into a Single Bill. You can also include another customer s Telstra mobile service ( Nominated Service ) on your Single Bill, as long as they have a 13-digit account number and you have their written consent. However, if: a) any of your bills have a 10-digit account number; or b) your BigPond bill has either 8 or less digits, or starts with BP then you can t move onto a Single Bill just yet. That s because we re in the process of introducing a new customer care and billing system that will help us provide a more efficient service to our customers. Once your services have been moved they ll all have a 13-digit account number and you ll be able to combine them into a Single Bill then. To request a Single Bill Order Form or find out if your services can be included in a Single Bill, call us on What do I have to pay? You re liable for all the charges incurred on your Single Bill, including for any Nominated Service. (Nominated Service charges include extra amounts for enhanced service features, excess calls and data charges.) What happens to my old accounts and services when I take up Single Bill? We ll move your eligible services onto one of your existing accounts to form the Single Bill. All charges and credits will be finalised and the old accounts will be closed if no other services remain. Any service that you don t include in your Single Bill will stay on its existing account(s). What happens to payments I ve made to my old Telstra accounts? We can t move charges or credits from your old accounts to your Single Bill account. So if you re closing an account that s in credit, we ll arrange a refund or transfer the credit amount to another account. Or, if there are amounts owing, we ll send a final bill that you ll need to pay separately by the due date. 04

5 What happens to my remaining included calls or usage? If you move onto a Single Bill part-way through your service s old billing cycle, we ll assign any remaining included calls or usage to your Single Bill account on a pro rata basis, using the number of days you had left. Your Single Bill is not only more convenient, it means less paper waste. What happens if the Single Bill isn t paid by the due date? If your Single Bill isn t paid by its due date we may charge a late fee of up to $15 or suspend, restrict or cancel any or all of the services on the account. If that happens, you may also have to pay a reconnection fee to get your services put back on. So if you think you ll have trouble paying your bill, you should contact us as soon as possible. Telstra has a Financial Hardship Assistance Policy to help when unforeseen circumstances impact on your financial commitments. To find out more call us on

6 CHOOSE YOUR THE PAYMENT EASIEST PAYMENT OPTION THAT OPTION SUITS YOU BEST There are lots of ways to pay your Telstra bills. Just choose the one that suits you best: Direct Debit B PAY Online at telstra.com/paymybill Accessing My Account on a compatible mobile phone 1 By mail In person at a Telstra Store or at Australia Post Over the phone by calling Turn to page 11 to find out more about our range of Direct Debit options and how you can register. Credit card payments If you pay your bill using a credit card, an extra payment processing fee will apply. As at the date of publication, these will be: Visa, MasterCard and American Express: 1% of the payment amount, plus applicable GST. Diners Club: 2% of the payment amount, plus applicable GST. Some exemptions apply, including for eligible pensioner concession card holders. If you are receiving a Telstra Pensioner Discount (or have registered your eligible pensioner concession card details with Telstra), rent a Telstra Disability Equipment Program product or are registered for another Telstra Disability Service, this fee will not apply to you. Please check telstra.com.au/paymentprocessingfee or see your bill for up-to-date rates. BPAY registered to BPAY Pty Ltd ABN

7 ONLINE BILLING Online Billing gives you a convenient and secure way to view, manage and pay your Telstra bills. You can register for free 2 right now at telstra.com/myaccount Remember to have your Telstra account number handy (you ll find it on the front of your bill) and the address you d like us to send your bill notifications to. Want better control of your budget? Online Billing allows you to view calls that have not yet been billed which helps in estimating how much your next bill will be. Just click on Calls Yet To Be Billed. Let us let you know when it s time We can send you an or a text message whenever your latest bill is ready to view, and when a payment is due. So that s two less things for you to worry about! Manage your bills on the move Once registered for Online Billing, you can also view and pay your bill via your internet capable mobile phone 1. Simply go to the Telstra or BigPond menu, select My Account, then select My Bill. Log in using your Online Billing username and password. Once logged in you will be able to view and pay your Telstra bill online. The homepage will show your current balance and next due date at a glance. If you d like help, call us on Go Paperless with Online Billing and help save paper. Choose a bill format that suits Go Paperless with Online Billing Access your detailed bill online at any time, instead of getting a paper bill in the mail. Summary Bill with Online Billing Access your detailed bill online at any time, and get a paper saving summary version in the mail. Detailed Bill with Online Billing Access your detailed bill online at any time, and get a full paper copy in the mail as well

8 DIRECT DEBIT Pay your bills from your cheque, savings or credit card account Direct Debit takes the hassle out of paying your bill. It gives you three easy ways to pay when you have your fixed, mobile or Single Bill account with Telstra, provided you have a 13-digit BigPond account number. You can choose from: 1. Direct Debit Automatic The payment amount on your bill is simply deducted from your nominated cheque, savings or credit card* account on the due date. Important information about your Direct Debit Request You can apply for Direct Debit by completing the Direct Debit Request form in this brochure, or online at telstra.com.au/directdebit Please allow up to 14 days for your request to be processed. If you choose Direct Debit Automatic, the words We will debit your nominated account on (date) will appear on your bill. 2. Direct Debit One-off Payments You can pay any amount from your pre-registered cheque or savings account over the phone or internet, any time before the bill s due date. Then just pay any outstanding balance on the due date to avoid late fees. 3. Direct Debit Fixed Payments Choose any fixed amount ($20 minimum) to be deducted from your nominated cheque, savings or credit card* account every fortnight or month. Then just pay the outstanding balance by each bill s due date to avoid late fees. 11 * A payment processing fee will apply to Direct Debit payments from a credit card as set out in the Direct Debit Request Service Agreement contained in this brochure. Set up Direct Debit using one of our three options. 12

9 DIRECT DEBIT REQUEST SERVICE AGREEMENT This Service Agreement and your Direct Debit Request form establishes the terms and conditions of your Direct Debit Agreement. This agreement replaces all previous agreements relating to the Telstra accounts you nominated in the Direct Debit Request form. If you are applying for Direct Debit with payments from a cheque or savings account, then by selecting: Direct Debit Automatic, you authorise us to debit the balance of your bill on the due date shown on your bill; Direct Debit One-off Payments, you authorise us to debit the amounts you request. You will need to pay the outstanding amount by the due date. If you do not, we will not automatically debit your account; or Direct Debit Fixed Payments, you authorise us to debit a fixed amount (minimum of $20) either fortnightly or monthly. You will need to pay any amounts outstanding by the due date. If you are applying for Direct Debit with payments from a credit card account, then by selecting: Direct Debit Automatic, you authorise us to charge all amounts payable in relation to the nominated Telstra accounts to the nominated credit card on the due date of the bill; or Direct Debit Fixed Payments, you authorise us to charge a fixed amount (minimum of $20) either fortnightly or monthly to the nominated credit card. You will need to pay any amounts outstanding by the due date. Direct Debit is only available to customers who have their fixed, mobile or Single Bill account with Telstra and to BigPond customers with a 13-digit account number. Please ensure that your Financial Institution can support Direct Debit on your nominated account(s) as direct debiting may not be available on all accounts. We require your Financial Institution s BSB number and Account number as shown on your statement. If uncertain, you should check with your Financial Institution before completing the Direct Debit Request. You must ensure that you have sufficient clear funds in your account to honour the payment. If there are insufficient funds, a standard Telstra dishonour fee will apply. The amount of the fee can be obtained by calling If you have a dispute regarding your Direct Debit arrangement or want to alter or cancel this arrangement, or want to dispute, stop or defer a specific Direct Debit payment, please contact us on the bill enquiries number listed on your bill at least 2 business days prior to the due date of your payment. You may also contact your Financial Institution. If you do not contact us, the payment will be made from your account. You may raise a dispute in relation to the payment once it is paid. However, you may not have access to those funds during the resolution of the dispute. We will validate your credit card details with your card provider prior to the commencement of your Direct Debit facility by processing a pre-authorisation transaction for $1. Any Direct Debit bill payments made to a credit card will incur a payment processing fee. At the date of publication, the payment processing fee rates are 1% of the payment amount, plus applicable GST, for Visa, MasterCard and American Express,and 2% of the payment amount, plus applicable GST, for Diners Club

10 15 Any payment processing fee incurred will be charged on your next Telstra bill. Some exemptions may apply. Please visit telstra.com.au/paymentprocessingfee or call for current rates or further information. Should your Financial Institution Branch, account number or credit card details including account number, type or expiry date change, please let us know at least 2 business days prior to the due date shown on the bill or to when your Direct Debit Fixed Payment falls due. Failure to do so may result in payment dishonour and application of the dishonour fee. If the due date of your bill or your Direct Debit Fixed Payment falls on a Public Holiday or a non-business day then the Direct Debit will take place by the next business day (if unsure, you should enquire directly with your Financial Institution). This does not apply if you only have Telstra Direct Debit One-off. We may cancel this Direct Debit arrangement at any time. This may occur, for example, in the instance of dishonoured or rejected payments, or if we have a reasonable suspicion that fraudulent information has been provided in relation to your Direct Debit arrangement. In such an event you will receive notice from us in writing and an alternative method of payment will then need to be arranged. If we cancel this Direct Debit arrangement for any other reason, you will receive notice from us in writing 30 days prior to the cancellation. We may change any of the terms of this agreement. If the change will benefit you or is of neutral impact on you, we can make the change immediately and are not required to notify you. If the change is required by law, or it is necessary for security reasons, to prevent fraud or for technical reasons (these are called urgent changes ), we can make this change as soon as possible, but we will try to give you 3 days prior notice of the change. Sometimes, due to the nature of the change, we may not be able to give you 3 days prior notice but we will give you as much notice as we reasonably can. If we reasonably consider that the change will have a major negative impact on the majority of our customers using this payment arrangement or on a specific class of customers who use this payment arrangement in a particular way (and you are one of this class), and the change is not an urgent change as described above, we will give you at least 30 days prior notice of the change. If we reasonably consider that the change will not have a major negative impact on the majority of our customers using this payment arrangement or on a specific class of customers who use this payment arrangement in a particular way, and the change is not an urgent change as described above, we will give you at least 14 days prior notice of the change. All correspondence relating to this Direct Debit arrangement will be forwarded to the address of the Telstra account holder. Information you provide to us will be dealt with in accordance with applicable laws and the Telstra Privacy Policy as amended from time to time, found at telstra.com.au/privacy. Telstra may use and/or disclose your information to Westpac Banking Corporation (as our Direct Debit sponsor) in order to process payments and to investigate any claim relating to any possible incorrect or wrongful payment. THINGS YOU NEED TO KNOW 1. Any Next G, 3G or 2.5G mobile handset that supports WAP 2.0 or XHTML. You need to be registered for Online Billing first. 2. Phone and internet service provider charges may be incurred when accessing the internet. Trade mark of Telstra Corporation Limited ABN Registered trade mark of Telstra Corporation Limited 16

11 IF UNDELIVERED PLEASE RETURN TO LOCKED BAG 64 ADELAIDE SA 5001 Telstra Corporation Reply Paid ADELAIDE SA 5001 DIRECT DEBIT WITH TELSTRA

12 Before mailing please fold twice as shown, moisten and seal. TELSTRA DIRECT DEBIT REQUEST Section A Telstra Customer Details (all applicants must complete this section) First Name Surname Customer Billing Address Daytime Telephone Number Postcode If Company or Business Business Name ABN/ACN/ARBN Section B Complete this section for Direct Debit payment from a cheque or savings account Please tick your preferred Direct Debit option Direct Debit Automatic I want to pay my Telstra bills automatically on their due date. (This option is available for Telstra fixed phone, mobile or Single Bill accounts, and for BigPond accounts with a 13-digit account number.) Direct Debit One-off Payments I want to pay my Telstra bills by phone or internet when I choose with my pre-registered cheque or savings account. (This option is available for Telstra fixed phone, mobile or Single Bill accounts, and for BigPond accounts with a 13-digit account number.) Direct Debit Fixed Payments I want to automatically pay the same amount (minimum of $20) on a fortnightly or monthly basis. (This option is available for Telstra fixed phone or Single Bill accounts, and for BigPond and Telstra mobile accounts with a 13-digit account number.) Amount (minimum of $20) Tick frequency: Fortnightly Monthly Specify commencement date / / Please enter your financial institution details Account Holder Name (as it appears on Account Statement) Financial Institution BSB Number (must be 6 digits) (if in doubt, ask your branch) - Financial Institution Account Number Financial Institution Name Financial Institution Branch Telstra Account Number(s) that I wish to pay by Direct Debit 1 2 Section C Complete this section for Direct Debit payment from a Credit Card Please tick your preferred Direct Debit option Direct Debit Automatic I want to pay my Telstra bills automatically on their due date. (This option is available for Telstra fixed phone, mobile or Single Bill accounts, and for BigPond accounts with a 13-digit account number.) Note: Direct Debiting is not available on the full range of accounts. If in doubt, refer to your Financial Institution. Telstra (User Id no ) may debit my/our financial institution account specified above through the Bulk Electronic clearing system with any amounts relating to the above Telstra accounts in accordance with this section or any other amounts requested by me/us from time to time. Before signing this Direct Debit Request form, I confirm that I have read the Direct Debit Request Service Agreement in the attached brochure. Account Holder(s) Signature(s) Date / / Date / / Direct Debit Fixed Payments I want to automatically pay the same amount (minimum of $20) on a fortnightly or monthly basis. (This option is available for Telstra fixed phone or Single Bill accounts, and for BigPond and Telstra mobile accounts with a 13-digit account number.) Amount (minimum of $20) Tick frequency: Fortnightly Monthly Specify commencement date / / FOLD TWO FOLD ONE Please enter your credit card details Card Type MasterCard Visa Amex Diners Redicard Card Expiry Date / Cardholder Name Card No. Telstra Account Number(s) that I wish to pay by Direct Debit 1 2 Telstra may charge the credit card specified above for the outstanding bill amount relating to the above Telstra accounts in accordance with this section. Please note that a Payment Processing Fee applies to credit card payments. Before signing this Direct Debit Request form, I confirm that I have read the Direct Debit Request Service Agreement in the attached brochure. Cardholder Signature Date / / If you need help completing this form, call FREECALL *. The account number is either 10 or 13 digits. * A free call from most fixed phones. Trademark of Telstra Corporation Limited ABN Registered trademark of Telstra Corporation Limited.