Understanding Your Fixed Line Phone Bill

This article provides a detailed walk-through of your Home Phone bill including; an explanation of terms used, why your first bill may be higher than expected and where to find more information on managing your account.

If you've got a specific question about a section on a page, simply click a link to go to that page.

Need to know how to view an detailed online bill? Click here.


Page 1

The first page of your bill provides an overview of your charges, a sub-total of each service number and the total GST payable. It also has your bill's due date and a payment slip.

  • Click on a letter for a brief explanation of the corresponding section

Image of first page of bill with clickable links

A

Issue Date

Your bill will be issued on this day every month (excluding public holidays) - Return to Page 1.

Invoice Period

This is the date range for the calls you've been billed for on this account - Return to Page 1.

B

Account Number

This is your unique 14 digit account number for the service(s) on your bill - Return to Page 1.

C

Total Amount Due

Is the amount owing on this bill after calculating GST, special discounts and any starting balance - Return to Page 1.

This Bill Due Date

The date by which the new charges on this bill are due. This is 14 days from the issue date - Return to Page 1.

D

Your Account Summary

Here you'll find the service(s) (phone numbers/usernames) and their associated plans that are billing on this account and how their sub-total's contribute to the total amount owing on this bill. Each service's sub-total is further broken down from Page 2. Total GST for the account is also added here as separate item - Return to Page 1.

E

Total Amount Due (including GST)

This is the total amount of your bill (it's repeated at C) after GST, each service's sub-total, preceding balance and prior payments/adjustments are calculated - Return to Page 1.

If you've setup direct debit instead of seeing 'Total Amount Due (including GST)' you'll see 1 of the following statements in this section.

  • ‘Direct Debit from Bank Account will be debited on [DUE DATE]'
  • ‘Direct Debit from Credit Card will be debited on [DUE DATE]'

F

How to Pay / B-Pay Details

This is your payment slip if you want to pay by cash or cheque. B-Pay payment details are also listed here. Other payment methods  are on the other side of this page (Page 2) indicated by 'K' - Return to Page 1.


Page 2

The second page will show any payments received or credits applied to your previous bill, further information about managing your account and additional payment information.

  • Click on a letter for a brief explanation of the corresponding section.

Image of second page of bill with clickable links

G

About Your Account

If you've made any payments, or received any adjustments (credits), they will appear here. Any payments made after this bill was issued will appear in this section on your next bill - Return to Page 2.

H

Notifications

Important notifications as well as tips on managing your account can be found here. Eg. What to do if you're moving house, require assistance etc - Return to Page 2.

I

How To Pay

This section lists other payment options available to you, a B-Pay option is present on the reverse of this section on Page 1, as indicated by the label F - Return to Page 2.


Page 3

The third page breaks down each total shown on Page 1. Your monthly service, feature charges, a summary total for calls as well as any other usage during the bill's invoice period. All charges listed on this page exclude GST.

  • Click on a letter for a brief explanation of the corresponding section

Image of third page of bill with clickable links

J

Your account number and invoice period are repeated here.

K

Service Summary

The home phone number and its associated plan are shown above the charges, here. If you've more than one service on your bill, this is a handy way to know which charges apply to which service and the name of the plan applied to that service - Return to Page 3.

L

Total For This Optus Service (excluding GST)

Is the sum of your: Recurring charges, less any GST for the Home Phone number indicated. The total figure here is how we arrived at the amount shown on Page 1 labelled 'D' - Return to Page 3.

Close up of recurring charges/monthly fees section

M

Discounts / Special Discounts

If your plan has included value, eg. a 'yes' Fusion plan. A credit that is up to your plan's maximum included value will show here. This will leave a difference if you exceed your plan's included value. The credit is shown excluding any applicable GST credit, which will appear in a second line - Return to Page 3.

N

Line Rental / Network Access

This is an itemised break down of the 'Recurring Charges' appearing in the area labelled 'L'. Recurring charges are Line rental or monthly plan and feature charges. Advanced charging & Pro-rata billing apply to most of the charges appearing in this section.

Why are there 2 of each recurring charge? Is this an error?

No. Recurring charges are billed a month in advance, the first bill you receive after activation or a change to your plan will show two of each item to bring each of these charges one month ahead of your invoice period. You may find a different amount charged against each repeated item Here's why...

The first of each repeated charge is from the date your plan or feature was activated/changed, to the end of this bill's invoice period (indicated on Page 1 by 'A') and will only be a part or a proportion of the normal monthly fee for that item. It is usually a partial fee as it's likely that the start/change to your service occurred only part way through your billing month. (Charging a part of a normal amount is known as pro-rata billing)

The second of each repeated charge is for the full month ahead of this bill, so the fee will be the full monthly rate and now charge in advance. Remember, the amounts displayed in these sections exclude GST.

If you've changed plans/features you may also see a credit for any unused advance charges that appeared on a previous bill.

Will this occur every month?

Unless you make further changes to your service, your next bill with have only 1 item for each 'Recurring Charge' - Return to Page 3.

O

Community & Local Calls

The total number of local calls & community calls are made during the billing period are listed here.

A 'Community call' is call that would otherwise be charged at National call rates, as the charging zone in which the calling party is located is not adjacent to the charging zone in which the called party is located. However Optus has designated the two areas to have a community interest and therefore charges a reduced 'Community Call' rate between the two areas.

Detailed information about Community Calls is available in the Home Phone Standard Form of Agreement (SFOA) - Return to Page 3.


Following Pages

Further pages detail the call types that are summarised on Pages 2/3. All charges listed on this page exclude GST. To view these pages eligible customers must go online and view a detailed breakdown of their bill.

Click on a letter for a brief explanation of the corresponding section

Image of further pages with itemised usage with clickable links

P

13/1300 Calls

This section lists calls made to numbers with either a 13 or 1300 number. These calls are usually to companies and services. eg. Insurance, banks, government services, telephone or internet providers, betting and other utility companies, etc.

The 13/1300 prefix when called from a Home Phone enables a call to travel a national or international distance for only a flagfall cost (these calls are usually untimed). You should confirm with the company/owner of the number to confirm how their number is charged - Return to Bill Image.

Q

National Calls

All of your National calls will be listed here. Details include the date each call was made, name of the area you called, the applicable rate and the number you called.

If you've made international calls during this invoice period they will appear itemised under your national calls in a separate section.

Eligible customers can see itemised National or International calls when viewing their bill online. Customers ineligible for online billing will have national and international calls itemised on their paper bill - Return to Bill Image.

R

Calls to Mobile

All calls made to mobile phones will be listed here. Details include the date each call was made, name of the final mobile tower your call was routed through, the rate applied to the call, the charge (excluding GST) and the number you dialled.

Eligible customers will only see these calls itemised when viewing their bill online. Customers ineligible for online billing will have calls to mobile phones itemised on their paper bill - Return to Bill Image.


Fixed Line Phone Call Times & Lengths

Is the time of a call on my bill, local time?

The time of a call shown on your bill, is the local time recorded at the first local exchange or other network facility through which your call passes, in most cases this means the time will be your local time.

However, in some circumstances this may not be the local time at the place where the call is located.

For example: If you live close to or on a state border and a time difference exists between these two states. A call made from your home state may first route via a network facility in the neighbouring state resulting in the time of call reflecting the time in the neighbouring state, rather than that of your home state.

What happens if a call crosses over a designated peak/off peak time or other discount time period?

  • Fixed Line Home Phone

The charging rate of your call is calculated based on the starting time of your call. For example, if a call starts in a peak period and finishes in an off-peak period, the charge will be calculated at the peak period rate.

  • Wireless Home Phone

Generally the time of a wireless home phone call will be determined throughout the call. For example, if a call starts in a peak period and finishes in an off-peak period, the charge will be calculated pro-rata using the peak and off-peak rate.

How do we rate the length of a call?

Depending on your rate plan you may be charged either per second, in 30 second intervals or per minute, in each case we round the charge to the nearest cent.

For example: If your rate plan directs your calls to be expressed as per thirty second interval, then charges for part of thirty seconds will be rounded up to the next thirty second interval and cent.

Detailed information on how we calculate your charges is contained within the Home Phone Standard Form of Agreement (SFOA)


Common Questions


The products, pricing and plans shown here are for illustrative purposes only and may not reflect current offers from Optus.