Customer Care

Welcome to the Ugly BiLL customer care centre. To ensure a prompt resolution of your support issue, we recommend you refer to the Self Help fault resolution tips below before logging a fault.

Have you tried turning it off and turning it back on again? – Roy – The IT Crowd – Series 1, Episode 1, Scene 1

As trite as it may sound, a staggering 78% of IT problems are rectified by a shutdown and restart of the equipment. Please ensure that you have performed this procedure and allowed at least 5 minutes for systems to resync, BEFORE logging a fault ticket.

This page contains important information about the service we provide to you. Please click on the sections below to expand and view the information.


Monthly Spend Management

There are a number of ways to check and manage your usage throughout the month.
You can monitor your usage in your My Account Login
Within your My Account Login Portal you can
– view and edit your account information and contact details
– view invoices and payments
– make payments
– view your active and cancelled services
– view the past and current usage on those services
Please note that usage information may take up to 48 hours to present.
Alternatively, if you do not have access to a computer or internet, you can contact our office on 1300 789 084.

You can monitor your usage via our Usage Alerts
To help you manage your usage and spend, Ugly BiLL offer free usage alerts via email and SMS for all Post Paid Mobile and Mobile Broadband services.

Free usage alerts are sent when you’ve reached 50%, 85%, 100% of your included voice value and 50%, 85%, 100% of your included data value.

50% notifications are sent via email, and 85% and 100% notifications are sent via email and an SMS to the service.

Alerts are sent once usage has been received from the carrier and processed through our billing system, this may be delayed by up to 48 hours.

At a 100% data usage alert, Ugly BiLL will endeavor to have the data on the service suspended, within 24 hours, until the anniversary of the service, to avoid high excess data overcharges.

You can opt out of the email and SMS usage notifications. To do this, please call 1300 763 201

Financial Hardship

The Telecommunications Consumer Protections Code (TCP) defines financial hardship as a situation where:
(a) a Customer is unable to discharge the financial obligations owed by the Customer under their Customer Contract or otherwise discharge the financial obligations owed by the Customer to a Supplier, due to illness, unemployment or other reasonable cause; and
(b) the Customer believes that they are able to discharge those obligations if the relevant payment arrangements or other arrangements relating to the supply of Telecommunications Products by the Supplier to the Customer are changed.
In times of genuine hardship, you are able to phone one of our friendly accounts team members who will act with compassion, yet still manage the situation within our business requirements. Accounts team members are required to accept reasonable payment arrangements, taking into account your individual circumstances. The basic principle of an agreed financial arrangement is that the repayment should cover expected future use of the service as well as continued reduction of debt at a reasonable level. To achieve this, there are a number of options. We may agree to restrict access to a service, transfer to a lower plan or bar certain services.
Financial hardship is essentially an inability to pay bills, rather than an unwillingness to pay them. Hardship can result from:
• Loss of employment
• Family breakdown
• Illness including physical incapacity, hospitalisation or mental illness
• Abuse of the service by a third party
• Natural disaster

Depending on the circumstances of your application, we may also require documentation in support of the information you provide to us.(eg. a letter from your doctor if your hardship is due to illness).
For a current list of community financial counselling services consult the Financial Counselling Australia website www.financialcounsellingaustralia.org.au
To find our more, you can contact our friendly team on 1300 789 084.

Complaint Handling

Ugly BiLL is a boutique Telco and we pride ourselves on personalized service and outstanding customer care. If we have not provided the knowledge or support you expect, we want to know about it so we can do better.

Any complaints or feedback you have for us can be sent via email to info@uglybill.com.au.

The quickest way to resolve your complaint is by speaking with one of our consultants. If they are unable to solve your problem, a manager will take responsibility for your issue. Should you wish to talk to a team member about your complaint, please phone 1300 789 084 8.30am – 5.30pm Mon – Fri.

If you wish to lodge a written complaint you can send correspondence to info@uglybill.com.au
Or
Ugly BiLL Customer Relations
PO Box 502
CLEVELAND QLD 4163

Ugly BiLL aim to respond to your complaint within 48 hours and resolve complaints within 10 working days of receipt of the complaint.

If your complaint is not resolved and you would like it investigated further, we will escalated to a Senior Case Manager.
To ensure your complaint is resolved, we may need to contact you to find out more information and to discuss the matter with you. We ask, while your complaint is being investigated, that amounts that are not in dispute are paid on time. Should your matter require extra time to resolve, we will discuss this with you and provide you with updates.

If you are not satisfied with the case review of your complaint, you can ask the Telecommunications Industry Ombudsman (TIO) to assist, after you have spoken with us.

To lodge a complaint with the TIO you can call 1800 062 058 or write to: TIO PO Box 276 Collins Street West Melbourne VIC 8007

Billing Information

Ugly BiLL provides electronic PDF invoices on a monthly basis. Issue date is around the 5th of the month and due 10 days from issue date. All invoices are produced, and automatically sent to the billing contact on the account, from the Emersion billing system.
Invoices will include usage for the previous calendar month, and monthly access fees in advance for that calendar month.

Your invoice will show a summary of services in two ways. One summary is by service type, and the other is by charge type. Your invoice will also include full details of calls made, call duration and call charges.

You are charged for all connected calls. If you connect to an answering machine, fax, message service or misdialed number, you will be charged. Calls are charged per second. Some national, international and calls to mobiles may be subject to flag fall. Please see rate plans for details.

All tolling services are billed per month, however there are services such as domain registration and web hosting which can be paid quarterly, biannually or annually.

There are a range of payment methods available. Some attracting a processing fee. All payment types and processing fees are listed in the body of the email that delivers your monthly invoice.
$0 Processing Fee Payment Types
– Direct Deposit to Ugly Bill bank account
– Cheque
– Cash at our office

Processing Fee Applicable Payment Types
– Credit Card
– Automated Direct Debit
– BPAY
$1.50 Bank Transaction Fee for all BPay transactions
$0.99 Bank Transaction Fee for all Bank Direct Debit transactions
$0.50 Bank Transaction Fee for all Credit Card transactions

Plus

2.2% surcharge for all Visa and Mastercard transactions
4.4% surcharge for all Diners and American Express transactions

Estimating Data Usage

It is important to be aware of what uses data on your device. Devices use data in lots of different ways, some you may not even be aware of. Did you know that while you are not even using your phone, if data is turned on, you might still be consuming. If a device is automatically updating software or apps, checking email or using GPS location services, these actions all use data, and you haven’t even picked up your phone.

So, while it is important to understand how your phone uses data, it is also important to understand how data is calculated. Here are some usage estimates that might help.

Data is commonly measured in kilobytes (KB), megabytes (MB) and gigabytes (GB). As a guide, there are:
– 1,024 bytes in 1 kilobyte
– 1,024 kilobytes in 1 megabyte
– 1,024 megabytes in 1 gigabyte

Usage estimates assume per KB rating and are based on: Email (text only) 50KB, Music Streaming (eg. Spotify) 740KB/min, Upload Camera Photos 1MB/photo, Web Pages 1MB/Page, Streaming SD Video (YouTube 480p) 4MB/min

Post Sales Support

Ugly BiLL is available for all your fault and technical support 24/7. During business hours 8.30am to 5.30pm Mon to Fri you can phone 1300 789 084 or email info@uglybill.com.au Outside of our regular business hours when you phone there will be a mailbox for any urgent faults, please leave a message and a team member will open a case and respond to you as soon as possible.

During business hours Ugly Bill does offer Brisbane and surrounding areas an Ugly Bill Tech call out. Tech call out is $125 per hour with a minimum charge of 30 minutes.

Any fault logged and attended by a Telstra tech is at no cost. However if there is an incorrect call out fee charged due to no fault being found and the issue being customer premises equipment (CPE), Ugly Bill does pass this charge on to the customer.

Appointing an Authorised Representative

If you need to appoint someone to be an authorised representative on your account, we will require a written and signed letter from the account holder advising us of this request. Once the written consent has be received we will confirm with the account holder by phone and advise the account holder and authorized representative of a 4 digit pin that the representative will be able to provide when discussing any matter with Ugly Bill, on behalf of the account holders account.

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