Billing

When should I expect to receive my phone bill?

We will email your monthly phone account on or around the 7th of every month to the email address we have been provided.

Do I need to cancel my services with my old provider?

Internet services will need to be cancelled with your old provider, once your new connection with C.T. Agency has been completed, and your network on site has been switched over.

Voice lines will be transferred across to C.T. Agency in accordance with your Application for Telephone Services. Any services which you do not wish to transfer across will need to be disconnected with your old provider.

Its best you discuss this with our provisioning team and they can be contacted on 1300 781127.

Why is my first bill a bit higher than anticipated?

When transferring your services over to another carrier, there are pro-rated line rental charges.

On your first invoice, you might see two (2) charges for these line rental fees; one from the date your service was transferred across to C.T. Agency through to the end of the same month, and another for the next month in advance.

All phone bills thereafter will only have one charge, for the month in advance for all services which have associated line rental and/or plan fee

How can I add another person as a contact on my account?

Simply email [email protected] requesting to add this person to your account. Note: The request must come from the authorised person on the account.

If I pay my account manually, will the direct debit set up still go through?

Our Direct debits are set up to occur on the due date of your invoice.

If a payment is received prior to the due date, and the balance on your account is zero, the Direct Debit will not go through.

What are the billing cycle dates?

All Line rental and plan fees are billed one full month in advance.

All usage charges; calls, internet, and mobile usage are billed for the previous calendar month, from the 1st of the month to the end of the month.

How do I receive my phone bills?

C.T. Agency emails monthly phone accounts to the email address provided to us. To add additional email addresses to receive the phone account, please complete the “Adding an Authorised Contact” Form and send it through to C.T. Agency emails monthly phone accounts to the email address provided to us. To add additional email addresses to receive the phone account, please complete the “Adding an Authorised Contact” Form and send it through to [email protected]

Why am I still being charged, I already moved to a different provider?

C.T. Agency will continue to bill you for all usage and line rental / plan fees until such time that your services have completed ported away, plus 30 days notice.

You may still have services which have not transferred away, hence the phone bill from C.T. Agency.

I’ve received my first phone bill from C,T. Agency, but received an invoice in the same month from my old provider?

Your first invoice from C.T. gency will have charges from the date we transferred your services across to us.

Your old provider could be sending out your final bill, which should have charges up until the date which the services were transferred to C.T. Agency.

You might also have services with your old provider, which are not to come across to C.T. Agency, or services which are yet to still be transferred.

What is this “Incorrect Callout Attendance” charge I see on my bill?

An Incorrect Call Out Attendance Charge / Fee relates to a recent fault you would have reported to us.

At the time of reporting your fault, our team would have confirmed with you a possible Incorrect call out charge, should the technician who attended not find a fault with the service externally.

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