nowwearetalking is about telecommunications and you. It's where you can become involved, have your say, and Telstra listens - on issues affecting all Australians and the telecommunications industry. nowwearetalking is managed by Telstra. Find out more about this site.

Customise Page

Customise topic view

Please select items below for your custom page.

Re-organising your page

Log in here

Forgotten your password?Use ssl security

Register now

Use ssl security

Customise topic view

Customising your topic view will tailor your user experience by only displaying content which is relevant to the topic/s you have selected.

This setting will apply site-wide and will remain applied until you wish to change it.

Customise your modules

Customise your modules allows you to add or remove panels of content which appear on the homepage.

These can be added to or removed from the homepage at any time.

Re-organising your page

Print

Why Telstra is changing the look of its paper bill

25 July 2008

Posted by: nowwearetalking editor

Topic: Telstra

Tags:    billing-system  customer  environment  telstra  telstra-transformation

Telstra's new look bill explained

A simpler, easy to read bill

The changes made to the bills have been driven by Telstra's new billing system as well as customer feedback.

Some customers have said they did not get value from receiving itemisation of their calls, so Telstra have removed this level of detail from the new look paper bill.

Importantly, customers retain a choice about the level of detail they receive and can request further itemised detail to be sent to them or view it online.

The new look paper bill is designed to be simpler and easier to read. Some of the features of Telstra’s new paper bill include:

  • All bills look the same, whether for home phone, mobile phone, BigPond® or Single Bill.
  • As part of the streamlined process, customers have a 13-digit account number for all their Telstra services.
  • Re-ordered key information, and the full colour format makes it easier to see important information.
  • The front page now has a clear 'Your Account Summary' section including details of previous amount due, payments received, current balance and new charges.
  • The graph displaying new charges versus previous bill’s charges has been moved to the front page of the bill. (No historical information will be displayed in the first 'new look paper bill' customers receive. As customers receive subsequent new paper bills, the historical information will build up, allowing customers to compare charges.)
  • All charges on the front page of the bill display two decimal places while charges on subsequent pages of the bill display three decimal places. Some of the data and call plans charge to part cents, so this shows customers more exact charging.
    ® Registered trade mark of Telstra Corporation Limited

It’s your choice and it’s easy to select

Telstra customers continue to have choice in the level of detail they receive.

The majority of customers are being moved to the new look paper bill. The new paper bill is a shorter bill, which does not include itemised call and data usage. Customers can check this detail online at any time or order a call itemised statement.

If customers prefer, they can choose instead to receive a detailed paper bill that contains call itemisation. Contact Telstra - Billing Choices (www.telstra.com) for more information.

Learn more:

  • More information on the new look bill is available on Telstra.com (www.telstra.com)

Tell us what you think

If you want to share your opinion about the new look bill please provide add a comment below.

Also of Interest

» Busting bill myths: The facts about Telstra’s new look bill

» Telstra’s new look paper bill

Comments

Robert Rice
1 comment
25 July 2008
3:04pm

Comment Permalink

I like the look of the new format for the paper bill. Would like to know: (i) Where I could get a copy of the Bill Specification for the new paper bill? (ii) If Telstra Enterprise & Government customers will eventually migrate to the same new paper bill format? (iii) If Telstra Enterprise & Government customers are migrating to a different format for the paper bill - where could I obtain a copy of the Bill Specification? Any help would be appreciated.

nowwearetalking editor

At this time Online Bill provides the same functionality as previously provided. We continue to look at options to improve the Online Bill experience for our customers.

Phyl Smith
3 comments
28 July 2008
8:47am

Comment Permalink

I am concerned about what I have read here. My main concern is for people like my 80 year old parents who don't own a computer, will always make payments of their bills at the post office. It seems to me, you will place vulnerable people in a worse position by taking away their itemisation (what they are used to and what they know), them not understanding what has gone on (reading marketing material doesn't work well for many in this age group), then they have to ring to have thier itemisation reinstate. Only to find that the person on the end of the phone makes thier life just that more difficult. Did any of these forums include represenation from the aged sector? Why do I say these things? Well, I have seen it time and time again with the aged including my own parents. And having a very strong billing background, we have rarely presented good billing opportunies appropriately. However, I'm sure this is a good step forward for those that are computer savvy.

Jayne Granter
1 comment
28 July 2008
2:33pm

Comment Permalink

Phyl Smith above makes a valid point about bill format and the elderly, this IS likely to cause confusion for many of these customers. However, my reason for posting a comment. We make much about our single billing system and it IS a convenient service which suits my home well however, not allTelstra's services are included in this option are they? When will Bigpond Movies be incorporated in this billing option? My husband will not utilise this convenient service simply because it involves a separate billing payment. Foxtel, Mobilenet, Bigpond Inernet and landline services are all incorporated single billing options but not the well advertised Bigpond Movies; when will this service be incorporated into the single billing option?

Add a comment

 

You need to log in to post a comment

© 2008 Telstra

Privacy | Terms of use

Tag library | Site map | About Telstra