Before you make a complaint to your telephone or internet service provider about a bill, you may wish to contact the provider to understand the charges.
Your service provider should charge you no more than the cost of local call to contact them to make a billing enquiry, unless it explains higher call costs in its terms and conditions.
If you received an unexpectedly high bill, there are spend management tools available to help you avoid these in future.
If your enquiry relates to old charges, then regardless of whether you previously received a bill, you can get information about previous charges from your service provider or former service provider for up to six years. This information may include itemised charges.
If the information relates to the past two years, the service provider must provide one way of getting the information free of charge.
If the information is two to six years old, the service provider may impose a charge, but no more than the cost of providing the information.
When you are genuinely unable to pay your bill on time, you should discuss with your provider any assistance it provides to customers experiencing financial hardship.
If you remain dissatisfied after dealing with your service provider, you can contact the Telecommunications Industry Ombudsman (TIO). The TIO is an office of last resort—to be involved once all other avenues for dispute resolution have been explored. The TIO provides independent, just, informal and speedy resolution of telephone complaints and disputes.