Billing Information

Can I view my current invoice amount?

Yes you can. Through our billing portal you can see your current call usage for the month by clicking on the ‘Services’ tab and ‘View Usage’.  You can also see what you’ve billed for each call.

This billing and service usage information is updated on a daily basis, so keep in mind the calls you’ve made today may not appear in the portal until tomorrow.

What is your billing process?

Our billing process is performed in steps, as outlined below.  Note that the delivery date of your invoice can vary from time to time due to the process we go through to verify and check our invoices before we send them to you. We also must wait for the call records to be finialised by upstream providers and sent to us for processing.

Your invoice will contain your access fees (billed for the month in advance) and your usage fees (billed in arrears) plus any additional charges such as late payment fees, setup fees for additional services etc.

  • 5th-7th of the month – Invoices are delivered to your inbox via email
  • On the 15th of each month – Payments are automatically processed on your credit card

So that easyinbound can continue to provide exceptional customer service to our customers, we must follow our debt management process strictly and consistently.  If you are having trouble paying your invoice, please consult our Financial Hardship Policy for further advice.

  • If your payment fails on the due date, and you have not formally notified us of Financial Hardship;
    • We may re-attempt payment from your card to ensure the error was not a bank processing error,
    • We will inform you again 7 days after the due date if we still have not received your payment,
      and,
    • A Late Payment fee will be applied to your account.
  • If your payment is still not received within 15 days past the due date, and you have not formally notified us of Financial Hardship;
    • We will send you an Email and an SMS warning you that we intend to disconnect your services in 15 days,
    • We will inform you that re-connection fees will apply should your services be disconnected prior to payment being received.
  • If your payment remains outstanding 30 days past the due date, and you have not formally notified us of Financial Hardship;
    • We will send you an Email and an SMS notifying you that your service has been suspended and we will warn that we will begin recovery action against you should your invoice be outstanding for more than 60 days.

If your invoice remains unpaid for more than 60 days, we will notify you in writing (via email and/or SMS) that we intend to begin recovery actions against you and your debt will be referred to our collection agents in line with the National Privacy Principles and our Privacy Policy.

What if I can't pay my invoice?

If you are experiencing financial hardship, please review our Financial Hardship Policy and contact us as soon as possible using the instructions within the Financial Hardship Policy document.

Our Financial Hardship Policy is designed to alleviate pressures in such cases, to ensure as far as possible that our invoice is paid, and if its feasible to maintain your service.

How can I pay my invoice?

Your outstanding amount will be automatically debited from the Credit Card you provide to us on the due date of the invoice.  This usually happens between the 14th and the 16th of the month.

To enable easyinbound to provide you with services, you must keep an active Credit Card that has sufficient funds on file with us at all times in accordance with our Standard Form of Agreement.

A secondary payment option is BPAY, and the instructions for this payment option are on the first page of your invoice.  Please note that BPAY payments can take up to 3 business days to arrive and be processed.

How will I receive my invoice?

Your invoices are emailed to your nominated email address each month, typically between the 5th and the 7th of the month.

You must maintain an active Credit Card with funds to cover your monthly fees at all times to enable easyinbound to continue to provide you with a service. 

What is different about a 1300 versus a 1800 number?

A 1300 number provides callers from a standard fixed line telephone service with a fixed or untimed rate from anywhere in Australia, while a 1800 number provides callers from a standard fixed line telephone service with free calls from anywhere in Australia.

Calls to both types of numbers generally attract a timed rate from Mobile and other non-fixed services that is set by the callers carrier (It’s best that the caller checks with the carrier to confirm all rates as they can vary).

What charges will be on my first invoice?

Your first invoice will contain the following charges;

  • Your Setup Fees which are once-off only
  • Your Pro-rata service fee amounts (see explanation below)

If you connect with easyinbound after the start of the month, you will be billed a pro-rata remainder of the current month plus your once-off setup fees. 

When will I receive my invoices?

Our billing period is to the calendar month, with monthly access fees being billed in advance and excess usages being billed in arrears.

If you connect with easyinbound before the middle of the month, you will be billed a pro-rata remainder of the current month plus your once-off setup fees.  If you connected after half way through the month, you’ll be billed a pro-rata remainder of the current month, plus the advance access fees for the following month and your once-off setup fees.

Invoices are usually delivered to you via email on or about the 5th – 7th of each month.