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Question a bill

Find out how to read your bill, and what to do if you don't agree with a charge.

Question a charge on a bill Use the Question a bill form within MySpark if you've got a question about any of the following:

  • Regular monthly charges
  • Data usage (mobile and broadband)
  • Extra billed charges
  • An error on your bill

To submit an account query via the Question a bill form, you'll need to sign in to MySpark first.

Sign in to MySpark and view the Question a bill form

Bill higher than expected?

The total amount to pay could be higher than you expected due to:

  • The service you used not being included in your plan, for example an overseas call.
  • You've sent picture messages, or messages to text services. These aren't free, and aren't included in a plan with unlimited free texts.
  • Using services over and above what your plan gives you. For example, your plan may include up to 300 minutes and you may have used more than 300 minutes.
  • Buying something new and adding it to your account. For example, you've upgraded your modem or bought a new phone.
  • You've added a new plan or service to your account and have received two charges for the same service on your bill. Learn more about pro-rata charges
  • Cancelling a service and getting an unexpected charge. You may still see a full month's charge on your bill after you cancel a service. This is because we need 30 days' notice. The notice period starts from the day you let us know you want to cancel.  More information on our 30-day notice period can be found in our terms and conditions. See terms and conditions
  • If you think you've been charged incorrectly, fill out the Question a bill form within MySpark. View Question a bill form
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