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