bill shock: get the facts infographic
TRANSCRIPT
engage.acma.gov.au/reconnecting/
Bill shock: The facts‘Bill shock’ is a signi�cant driver of telecommunications bill payment dif�culties for Australian consumers. These are the key �ndings of recent ACMA research.
SOURCE: ACMA, Telecommunications services customers—credit management and financial hardship, Roy Morgan Research, 2012.
Who got bill-shocked?
Why did it happen?
What did they do?
What happened?
> 18 to 24-year-olds are the most likely to be bill-shocked by a post-paid service
Of the Australian bill-payers who had bill shock and had dif�culty paying a bill:
of telco post-paid consumers had bill shock in the past 12 months
who contacted their provider about a bill asked for more time
OF THESE:
paid a reducedamount
were not told how to avoidbill shock or difficulty paying in the future
34%
85%
> 25 to 34-year-olds are the most likely to be bill-shocked by a pre-paid service
OF THESE:said there was no negotiation on the due date to pay
accepted the arrangement
of bill-payers who had difficulty paying a bill contacted their service provider
81%
81%
33%
65%
65%
69%
26% of post-paid, bill-shocked bill-payers got a bill at least
$200 higher than expected
were offered advice and told to switch plans
>
>
48%
10%
16%used more of the service than usual
used a new feature
didn’t understand the plan and charges