What Is a Billing Inquiry?

A billing enquiry is an account inquiry relating to your monthly account you receive from our company. Billing inquiries include a wide variety of general inquiries. These may include the following:

• Account balances
• Why is the account in credit and where did it come from?
• Change of details – such as business name and address
• Deny all knowledge calls
• When has my telephone number started billing with your company
• Service & Equipment inquiries
• How many minutes have I used on my monthly telephone package?
• Rates - How much am I being charged for my telephone calls?
• Itemisation requests
• Capped Calls or Plan
• Additional existing telephone numbers to be added to your account
• How do I connect a 1800, 1300 or calling card service?

 If you have a billing inquiry please contact our clear alternative Customer Service Team on 1800636758 (option 1) or on email at custserv@sctelco.com.au

Billing F.A.Q's

I agreed to switch to Southern Cross Telco however don’t I need to sign paperwork?

No. The Australian telecommunications governing bodies allow for the use of voice recording agreements in order to make it easier for an authorised person to switch companies.

Is there a minimum length to my agreement with Southern Cross Telco?

No. There is no minimum period as we do not have contracts. We are so confident that you will be satisfied with our products and services that in the event of dissatisfaction you can terminate your service at anytime.

Do I need to contact my former service provider to tell them I have changed?

No. Southern Cross Telco will take care of everything for our customer.

Does Southern Cross Telco have a One Bill Option?

Yes. Combine your Fixedline, Mobile and Internet accounts on to one single bill. You will enjoy reduced rates between your phone services and save even more on things like internet set-up costs.

Will I still be able to access call waiting, call diversion, directory assistance, emergency calls and standard messagebank facilities?

Yes. You will not lose any of these services; however Southern Cross Telco do not offer a free 101 messagebank to our customers.

How often will I receive a bill from Southern Cross Telco?

We only offer monthly billing for your convenience and to avoid high accounts.

What products will not be billed by Southern Cross Telco?

We don’t offer the following products: Local wide area calls, pensioner discounts, other carrier special rates, telepath calls, free 101 messagebank and ISDN or Onramp capped local data calls such as 0198 internet calls. If you previously received these products you may lose them and pay a higher call rate when joining Southern Cross Telco.

How will I be charged for my monthly Service & Equipment on my first account with Southern Cross Telco?

Southern Cross Telco charge you for service and equipment from the day we connect you. Your first monthly bill will have approximately one too two months of service and equipment on it. You will receive a credit from your previous provider on their final bill for your service and equipment charges in advance from the day you joined us so you do not pay these charges twice.

How to lodge a Billing Request?

When you lodge a billing request to Southern Cross Telco please make sure you supply the following details for our customer service team to resolve your inquiry efficiently as below:  

• Customer Billing Name.
• Customer Address details.
• Customer Service or Mobile Number.
• Customer Account Number.
• What type of billing request it is such as Call, Rates, Service and Equipment or Other Charges and Credit inquiry?
• What is your billing inquiry for?
• The date details of your billing inquiry.

When you have completed your billing inquiry please email our clear alternative Customer Service Team at custserv@sctelco.com.au

When the billing request inquiry has been received by Southern Cross Telco during business working hours it will be either resolved by our customer service team for the customer or it will be lodged with our carrier for further investigation to resolve the inquiry.  Our customer will be advised of the outcome of their billing inquiry when it is completed.  

Time period to resolve billing inquiry?

When you lodge a billing inquiry the type of inquiry will depend on the time period to resolve your inquiry.  The approximate time period to resolve the common billing inquiry is as follows:  

• Call inquiry - This inquiry may be dependant on our carrier so if the inquiry is in regards to the fact you believe a call on your bill was not made it takes up to approximately 10 working days to resolve this inquiry.
• Call Rates - This inquiry is resolved immediately by contacting our customer service team to discuss your telephone rates during our normal business hours.  
• Service and Equipment - This inquiry may be dependant on our carrier so if the inquiry is to remove a product or change line rental access on your bill this may take up to approximately 10 working days to resolve this inquiry.  
• Other Charges and Credit inquiry - This inquiry may be dependant on our carrier so if the inquiry is to the fact that you do not accept the telephone charges on your bill this may take up to approximately 10 working days to resolve this inquiry.  
• General inquiries – The other general billing inquiries are resolved immediately by contacting our customer service team to discuss your telephone rates during our normal business hours.  

Please be aware that an adds, moves and changes inquiry can only be sent to our carrier to be completed during our business working hours. For further detailsabout a billing inquiry please contact our clear alternative Customer Service Team on 1800636758 (option 1) or on email at custserv@sctelco.com.au