Telephone and internet

The consumer is entitled to expect that

• invoicing is done as agreed
• invoices are sufficiently clear
• invoices include sufficient information for checking their accuracy

If use of the service is minor, the operator might not send an invoice every month. Operators generally have minimum invoicing amounts. If the balance due is below the set minimum, an invoice will not be sent. If, however, you have previously received invoices on a regular basis and then do not receive one, it is a good idea to contact customer service to follow up on the matter.

If the invoiced amount is exceptionally large or you have other doubts regarding the accuracy of the invoice, browse the operator's website for information on invoicing principles.

If you can't find the relevant information,

• contact your operator's customer service
• if necessary, ask the operator for an itemised invoice (which often entails an additional fee)

Clear and simple errors can usually be sorted out with a phone call, but in more complicated cases filing a written complaint is prudent. The operator may not charge fees for work related to handling justified complaints or issuing itemised invoices in such cases.

If an invoice is only partly erroneous, it is a good idea to pay only the undisputed part of the balance due. The operator does not have the right to switch off the connection if a complaint regarding the invoice has been filed and the undisputed part of the balance due has been paid by the due date.

Take action - make use of complaint templates

Complaints regarding erroneous invoicing must be filed within a reasonable time from the error being observed or the time the error should have been observed. The operator is not entitled to charge a fee for handling justified complaints.

You can use the complaint template provided to make your complaint. If the company's website has a customer service form provided, you can copy the information you filled out on the form here and paste them on the online form.

You can also send your completed complaint template to the business as an e-mail attachment or as a hard copy by post. Keep a copy of the complaint.

 Complaint to the operator regarding invoicing
 Complaint to the operator regarding invoicing

If you don't receive a response from the business or fail to resolve the matter with the business, don't sit and wait - take the matter further

Consumer advisors give you personal assistance, instructions and help in mediating disputes.

Contact a consumer advisor