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Itemised bills – when and how you can receive them

27.04.2016

 

 

Telephony, internet or television users are entitled to request itemised bills, in order to check the billing method for the used services, irrespective of whether they hold a subscription or a prepaid card. Generally, the providers issue a non-itemised bill by default. However, detailed invoices are issued only upon the users’ request, either on paper (usually for a charge), or by e-mail (free of charge). Itemised bills for online accounts are issued free of charge.
What an itemised bill should contain:
The National Authority for Management and Regulation in Communications (ANCOM) imposed on the providers the obligation to include certain items of information in the detailed invoices, for all the three categories of services - telephony, internet or television, such as:
ü billing cycle;
ü monthly flat rate for your subscription and tariff for additional traffic, if applicable;
ü connection/ installation/ reconnection/ disconnection fees, as applicable;
ü equipment lease/ provision fees, as applicable;
ü other services and the corresponding charges, as applicable;
ü discounts/ free services you have benefited from;
ü total amount charged, including VAT;
ü a telephone number where you can request additional information regarding the itemised bill;
ü exchange rate applied, as the case may be.
 
Specific information to be included in the detailed bill for each service type – telephony, internet, television – is available in ANCOM’s InfoCentre.
Useful info:
·         Generally, the cost control service made available to the users from the operators has a guiding character only.
·         Users who have not received a bill are not exonerated from the payment of the billed services.
·         Failure to pay a bill within the due term may generate delay penalties, service suspension or even contract termination.
·         When your service is suspended for unpaid bills, providers may request a reconnection fee.
About what, how and where you can complain
If you have queries regarding the service billing, you should address your provider. First, read the Complaint Handling Procedure, available on the provider’s website.
N.B. For each complaint you submit, the provider must give you a registration number.
Warning! Check it in your contract whether the provider allows delaying the payment of the contested bill until the complaint has been settled or it requests the payment of the whole amount within the due term, being bound to refund the contested amount upon the complaint settlement (usually, by discounts granted in the next billing cycle).

 

If your itemised bills do not contain the details provided in ANCOM President’s Decision no.158/2015 on the obligations to inform the end-users, the users may complain to ANCOM, following the instructions detailed here.

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