Telco customers: credit management & financial hardship | ACMA

Telco customers: credit management & financial hardship


In March 2012, the ACMA commissioned Roy Morgan Research to undertake this national study to further investigate the current incidence and nature of unexpectedly high bills, difficulty paying bills, and use of spend management tools and payment arrangements among telecommunications bill-payers. This study builds on earlier ACMA research that examined the dimensions of mobile phone ‘bill shock’ and takes a closer look at consumers’ experience with credit management and financial hardship arrangements in telecommunications.

Release date

September 2012

Report and related material 




Telco customers—credit management and financial hardship

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Last updated: 01 September 2014