Your Bill Explained

Mouse over the Information icons, for more information about you iPrimus invoice.

         
 

Frequently Asked Questions

Your customer number is a unique number that identifies you as an iPrimus customer. Your customer number is found in the top right corner of your bill. When making payments you need to include the check digit – the number after the space.

For more assistance, ask our live chat team or email us.

Invoices are issued around the same date each month. The issue date will depend on which bill group you have been assigned to.

For more assistance, ask our live chat team or email us.

You can receive your bill via the post, online to your account toolbox, or, by email to a designated email address. If you have Online billing you will receive a ‘reminder’ email.

To activate Email billing click here.

For more assistance, ask our live chat team or email us.

We reward our customers who choose to have direct debit by saving them the $2.95 processing fee. You can have Direct Debit set up 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 at http://www.iprimus.com.au/support/billing-accounts/

For more assistance, ask our live chat team or email us.

If your bill is to be direct debited, it will have a Direct Debit date shown beneath the Total Payable amount on your invoice.

You can activate direct debit online, http://www.iprimus.com.au/support/billing-accounts/ or call Customer Service on 1300 854485.

For more assistance, ask our live chat team or email us.

If direct debit is not set up on your account, the payment options available will be shown on page 2 of your invoice.

Payment methods can also be checked online: http://www.iprimus.com.au/support/billing-accounts/

For more assistance, ask our live chat team or email us.

If your account is not set up for direct debit there will have 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 arrangments.

For more assistance, ask our live chat team or email us.

You can check your account balance at any time by calling 1300 85 66 52 and follow the automated prompts. If required, you can also make a payment using your Credit Card.

For more assistance, ask our live chat team or email us.

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.

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 and if so please contact Customer service.

For more assistance, ask our live chat team or email us.

If your bill was paid by a Credit Card online, or by phone this will incur a surcharge to offset the merchent fees iPrimus are charged. The fee will appear on your next invoice. VISA, Mastercard, American Express and Diners Club all have a surcharge of 1.25%.

For more assistance, ask our live chat team or email us.

A statement fee of $2.50 is charged to customer who chose to have paper invoices issued. The fee contributes to the cost of production, postage and handeling. You can save this fee by having your bill emailed to you by completing a request at email my bill.

For more assistance, ask our live chat team or email us.

Yes, there are two ways in which you can 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 into 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 to your iPrimus primary email address.

For more assistance, ask our live chat team or email us.

Alternate email address:

Customers without an iPrimus email address, or, customers wanting bills sent to an alternate email address, can activate online billing via the website: Email my bill. Invoices will then be sent in pdf format to the preferred email address.

Invoices will then be sent in pdf format to the preferred email address.

For more assistance, ask our live chat team or email us.

All itemised amounts on your invoice are shown excluding GST. The GST is calculated as one lump sum amount and appears on Page 1 as part of the ‘Account Summary’ and on page 2 under ‘Your bill at a glance’.

For more assistance, ask our live chat team or email us.

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.

For more assistance, ask our live chat team or email us.

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.

For more assistance, ask our live chat team or email us.

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.

First invoice:

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.

Plan Changes:

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

For more assistance, ask our live chat team or email us.

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 instalments. The total GST for these instalments is billed at the beginning on 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 instalment. If you cancel the directory entry, or change carriers, the remaining instalments for the 12 months will be billed on the next invoice.

For more assistance, ask our live chat team or email us.

Value Added Services are features for which there is a charge such as *10#.
Other Value Added Services are 3-Way Chat, Call Back Busy, Call Forward Immediate, Easy Call Waiting.

Value added services are activated via your handset.

For more assistance, ask our live chat team or email us.

If you do not pay your bill by the due date, you may incur a $15.00 Late Payment Fee, and service restrictions and eventually service disconnection many result. Please contact Customer Service if you are having difficulty making payment of your invoice.

For more assistance, ask our live chat team or email us.

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. .

For more assistance, ask our live chat team or email us.