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Bill shock: Get the facts infographic

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Ever received a bill in the mail you didn't expect? Bill shock is a significant driver of telecommunications bill payment difficulties. Check out the research

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Bill shock: Get the facts infographic

  1. 1. engage.acma.gov.au/reconnecting/ Bill shock: The facts ‘Bill shock’ is a significant driver of telecommunications bill payment difficulties for Australian consumers. These are the key findings 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 difficulty 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 reduced amount were not told how to avoid bill 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

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