Your Bill Explained
Mouse over the Information icons, for more information about you iPrimus invoice.
Frequently Asked Questions
If your bill was paid by Credit Card online or by phone, this will incur a surcharge to offset the merchant fees iPrimus is charged for. The fee will appear on your next invoice. VISA, MasterCard, American Express and Diners Club all have a surcharge of 2.89%.
We reward our customers who choose to have direct debit by saving them the $2.95 processing fee. You can set up Direct Debit from a Savings Account or a Credit Card. If you have not yet selected Direct Debit, you can set this up online at https://poet.primus.com.au/paybillonline/Default.aspx or download a direct debit form here.
If your account is not set up for direct debit, there will be a barcode on the payment slip at the base of the first page. This barcode will allow you to pay your invoice at an Australia Post outlet. If there is no barcode you will not be able to use the invoice for a payment at Australia Post. Please contact Customer Service to make alternate arrangements.
If you have made a payment within a few days of the issue date on your invoice, it is likely that it will not appear on that current invoice as it was in print at the time of payment. You can check your current account balance by dialling 1300 85 66 52. If this account balance indicates we have not received your payment, please check your payment receipt to ensure your payment went through. If so, please contact Customer service.
A statement fee of $2.50 is charged to customer who chose to have paper invoice. The fee contributes to the cost of production, postage and handling. You can save this fee by having your bill emailed to you by completing a request at email my bill.
Yes, there are two ways to receive your bill online. Customers who do not choose to receive their bills online will incur a $2.50 fee.
ONLINE BILLING OPTIONS
iPrimus Internet Account:
If you have an internet service with iPrimus, you can access your bills through your account toolbox. Simply log in to your account toolbox and click on the Bills and Accounts link on the left. You will receive an email notification when an invoice is ready to view at your iPrimus primary email address.
Alternate email address:
Customers without an iPrimus email address or customers who want bills sent to an alternate email address can activate online billing via website:
Details of your plan are shown in your ‘Welcome Letter’ issued at the time of joining iPrimus or when you have changed your plan. If your plan fee has call or data allowances, there will be both a charge and a credit itemised on the invoice. Your plan fee is the combination of the access charges for the Telephone and Internet components.
Many plans have line rental included in the plan fee. We have found that most customers still require a breakdown of the plan into internet and telephone components. To accommodate this, we itemise the telephone and internet components of the plan fee. Where a bundled plan has reference to a Telephone charge, this is the telephone component of the plan fee and not a separate line rental fee.
There are times when we need to align the charges on your account. Bill alignments are a standard feature of billing for telecommunications services.
On your first bill or when you have changed plans, you may receive a charge for a monthly fee [plan fee, access fee, line rental] that extends beyond one month.
These monthly charges are billed either fully or partly in advance. Therefore, you will have a proportional charge for part of the month [referred to as a pro rata charge] as well as the standard monthly charge.
As a new customer you will be assigned to one of our bill groups and your invoices will be issued on a monthly cycle. By the time you receive your first invoice, you will need to pay for the period that has already passed and for the month in advance.
In the example below the service was activated on June 12. Therefore, the first invoice has pro rata charges from June 12 to June 22 and the standard monthly charge from June 23 to July 22.
A plan change during a billing cycle will also result in pro rata charges.
In the sample below a plan change was made on August 28.
The invoice shows
- the monthly fee for the old plan [06/08 to 05/09], then,
- a pro-rata credit for the old plan for the period after August 28 [28/08 to 05/09] and, finally,
- the monthly fee for
Directory charges are passed on to iPrimus from Sensis. If you have an extra directory entry or a variation on the standard entry [eg suppressed address], you will have a charge for this on your bill. All Directory charges are for a 12-month period. The charge is broken and charged into 12 monthly installments. The total GST for these installments is billed at the beginning of your July invoice in one lump charge but, as it is a 12-month fee, the gst payable on the total amount is paid with the 1st installment. If you cancel the directory entry or change carriers, the remaining installments for the 12 months will be billed on the next invoice.
If you fail to pay your bill by it's due date, you may incur a $15.00 Late Payment Fee. This may result to service restrictions and eventually service disconnection. Please contact Customer Service if you require assistance in making payment of your invoice.
If you are experiencing difficulty in paying your bill, click here to access the iPrimus Financial Hardship policy. For a short delay in payment, please contact Customer Service prior to the due date of the invoice to make arrangements for an extension. .