There’s been a lot happening behind the scenes to ensure that Telstra can provide the best service possible to their customers.

Telstra has introduced a new billing system which has led to a 'new look paper bill' that is easier to read. Many consumer customers are already receiving this new look paper bill, and most will receive it in the months ahead.

In the super-connected world of high speed tech-gadgets, something as simple as a customer bill might seem a little ordinary, but making sure it is done right underlines Telstra’s on-going service commitment to customers.

The new paper bill gives customers less information on their paper bill, with more detailed information available online. The new bill has the added bonus of helping Telstra streamline costs, something any responsible entity should do.

In designing the new paper bill, Telstra listened to customers who said, loud and clear, that there were definite improvements that could be made to the old bill. Twelve consumer focus groups were held to find out how the design could be made simpler and easier to understand for everyone.

Importantly, Telstra made sure the project was representative of their customer base. Feedback was sought from a variety of consumer groups that ranged from families of all shapes and sizes, to the elderly and younger customers. Feedback was also sought from two groups made up of customers with a vision impairment.

In particular, Telstra customers liked these new features:

• The full colour format
• Simpler language
• Easier to find and use key information such as BPAY® numbers
  

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Telstra's new paper bill also reduces the amount of paper most customers receive. Further paper savings can be made by customers going online to access all their detailed information and turning off their paper bill altogether.