Telstra customers in favour of using cash instead of credit or debit cards have slammed the telco giant for changes made earlier this year to its billing systems.
From the end of May, Telstra customers have been charged $2.20 for paper bills and anyone paying those bills with cash over the counter at Australia Post had their transaction fee more than double from $1 to $2.50.
WATCH THE VIDEO ABOVE: Watchdog report finds Telstra customers the most unhappy, with the most complaints.
Watch the latest News on Channel 7 or stream for free on 7plus >>
“Just got my Telstra bill,” one person wrote online on Tuesday. “This is BS.”
“l have a right to pay my bills with cash not card.”
“You still can pay cash but it will cost you for the privilege,” one person responded.
Multiple customers have made posts slamming the fees, saying any processing fees Telstra receives from Australia Post for cash payments should not be passed onto customers.
“The audacity,” one person said.
“Sick and tired of everyone trying to get more money out of us,” said another.
Teltra customers have clammed the company for charging customers for paying with cash. Credit: Facebook
Other customers have pointed out the available exemptions for those on concession cards.
“I recently learned if you’re on a pension they void the fee,” one customer said.
A Telstra spokesperson confirmed this, saying there are a number of exemptions available.
“Around 65 per cent of customers who receive paper bills won’t be charged for a paper bill or to pay non-electronically, such as at a post office or by cheque,” the spokesperson said.
“You can apply for an exemption if you have a valid Health Care, Pension Concession or Department of Veteran’s Affairs Card, if you don’t have an email address, access to an active internet service or customers living in remote communities including those that are First Nations communities.
“Exemptions also apply for customers who need special bill formats, such as braille or large A3 bills.”
Common practice
Telstra provides a range of options to customers when paying their bills, the spokesperson said, and is not the only utilities company to pass on the processing fee.
“It is common for companies to pass this onto the customer,” they said.
“Telstra is not alone in doing this and the charge has been in place for many years.
“The rate we charge our customers is still lower than what we get charged to accept these payments.
“Paper bills are still available for customers who want them, however a fee applies.
“Customers can avoid these fees by making the switch to electronic billing and payments by using the My Telstra app, our website, by visiting a Telstra store, or calling us.”
Electronic billing and payment is preferred, the spokesperson said, “which is in step with global and local trends in billings and payments across a range of utilities, telcos and service providers”.
“As a technology company, we’ll always encourage