Billing FAQs

The Frequency of Billing

We will invoice you one month in advance until termination either on the date you commenced the service, or invoice you pro-rata for the first month and thereafter on the first day of the month to align to calendar months.

Service charges are invoiced monthly one month in advance. Excess Usage (where applicable) charges will be calculated at the end of the month.

We will automatically charge the invoiced amount to your nominated credit card or direct bank debit to your nominated account. This amount will include the monthly charges for the service, charges for additional features on your account, and any excess charges as may be applicable for your Service.

Declined Transaction

If your credit card is declined or your direct debit bank account has insufficient funds available, you will be charged a $16.50 handling fee. In addition your service may be suspended. If charges remain unpaid after 14 days, Clear Broadband may, in addition to any other remedy available to it, suspend and/or terminate the service and/or charge an administration fee of $22, and on the unpaid amount interest at the rate of 1.5% per month.

How we send your invoice to you

Clear Broadband will send all tax invoices via customer’s nominated email that they chose at the time of sign up. The email that receives the invoice notification can be changed at anytime by contacting our Customer Care Team on 1300 855 215.

If you elected to have your invoice mailed to you, we offer this service which incurs at $2.50 fee per invoice.

When we send invoices

Invoices are emailed to customers on the 1st of each month.
Those customers that have requested invoices receive these on the 5th of the Month.
If you do not receive your invoice, please contact the Customer Care Team and we can resend your invoice.

The information we provide on your invoice

• The subject line in the email will detail – Tax Invoice
• The email address is received from – [email protected]
• The invoice date – is the date the invoice was generated
• The due date – is the date your nominated account will be debited
• The previous balance shown (for any outstanding amounts will be detailed)
• Payments – will advise of the past month payment received
• New charges – reflects the new charges for the current billing period
• Total charges (for this invoice) the amount that will be debited
• Total inclusive of GST – the 10% GST that will be applied to the total amount
• Service charges – this will be clearly detailed e.g. equipment, your plan information, any other applicable services

When your account will be debited

The payment terms for each of your services can be found in the relevant terms and conditions for your service. As part of the agreement you have authorised payment of all the charges that will appear on your tax invoice.

When are payments due on my account?

Invoices are payable on the 1st of each month.

How can I dispute a charge on my Tax Invoice?

If you believe that a charge(s) on your Invoice have been applied incorrectly, please contact Clear Broadband Accounts Team on 1300 855 215 to raise an Invoice Dispute.

The accounts team will conduct an investigation into the dispute.

Once the review is complete, if it has been determined it is a legitimate dispute, a refund (if applicable) will appear on your next invoice.

Cancellations

You can cancel your service at any time after the minimum service term. Your request for cancellation must be received in writing. Please email us at [email protected] and one of the customer care team members will contact you to discuss the cancellation details.

Please note, as per your contract terms and conditions, remaining contract period fees or early termination fees may apply for early cancellation. This will be noted in your Critical Information Summary or Contract Order.

All cancellations take effect 30 days from the date the written confirmation is received by Clear.