Billing

Got a Question about Paying your Account?

We understand it is not easy trying to understand how organisation's bill for services and charges and trying to read invoices can be a nightmare.

This section gives you an understanding of how we bill for our services.

Billing Runs and Payment Cycles 

Each month we will send you a bill for the amount owing, including your access fee and all applicable fees and charges. The monthly bill will be sent by your choice at the time of application.

You are billed in advance for all establishment fees, hardware and service charges such as ONEbroadband monthly access fee and ONEphone Monthly access Rental fee. All usage based charges are billed in arrears which includes ONEmobile phone plans.

Your account is charged at the beginning of each month and is due payable on the due date, which is usually 14 days later depending on your agreed payment terms. If you have requested payment via credit card your monthly invoice amount will be debited at the beginning of each month from your nominated credit card and a receipt of payment will be sent to your preferred email address. If you have requested payment via Direct Debit, payment will automatically be debited from your account on the due date, usually around half way through each month.

Bill Reprints 

You can request a past copy of your invoice at anytime by calling our support number 1800 222 256. You can also login to your account through myONE account manager and view all past invoices.

Bill and Payment Queries 

We accept bill queries before the direct debit date of your bill. We will assume all call, usage and service charges are correct and accepted by you after the debit date has passed.

We will attempt to resolve you're billing queries involving bill re-calculations within 5 working days from receipt of the query.

Call Length and Usage Disputes 

Call length and usage charges can be disputed or queried up to the due date of your bill. Once the due date has passed, we will assume the call charges to be correct and accepted by you.

In the event of a dispute, we will initiate an investigation with the service network. Investigations can take up to 4 weeks.

The service network will not investigate queries whereby you dispute that a call or usage was made from your service.

Where a dispute is upheld in your favour, we will issue a credit to your account in the next billing run.

Itemised Billing 

Unless we agree with you otherwise, your bill will itemise all calls and applicable charges for your service other than local calls made from your home phone service.

Local calls from your home phone will be summarized.

Understanding my invoice

Here is a sample invoice from ONEtelecom which explains how we charge and how it is presented.

Download Sample Invoice