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Telstra is the latest company to start charging its customers for paper bills, saying the shift to electronic billing is good for the environment and aligns with its climate goals.
Key points:
- Telstra says there are exemptions to the $2.20 fee for some customers, including pensioners and people with no internet
- It says the decision is good for the environment and aligns with its climate goals
- But ABC audience members have questioned the changes
From last month, customers began receiving advice from the telco that they would need to pay $2.20 to continue receiving paper bills in the mail after May 20.
But the company says not all customers will have to pay.
“There are a significant number of customers that are exempt from this change,” a Telstra spokesperson said in a written response to questions.
“For example, you will continue to receive paper bills free of charge if you have a valid health care, pension concession or Department of Veteran’s Affairs card.”
The charge will also not apply to customers in remote communities and people who required special bill formats such as braille.
Climate ambitions
In a statement to ABC Radio Perth’s Mornings program, Telstra said the decision was environmentally friendly and in step with global and local billing trends.
“One of our climate ambitions is to reduce carbon emissions by 50 per cent by 2030, and electronic billing is part of this plan,” the spokesperson said.
Several energy and telecommunications companies around Australia have started charging for paper bills in recent years.
Kellie Northwood is the chief executive of the Print and Visual Communications Association, which represents businesses in the paper, print, mail and distribution industry in Australia.
She said she did not believe charging fees for paper bills was about saving the environment.
"It's not about digital solutions, it's about cost-recovery … passing on costs for something as simple as a bill to the customers in an environment where we can ill-afford more household costs" Ms Northwood said.
She said there were solar-powered printers and carbon neutral postage options in Australia that could be used.
ABC Perth listeners expressed a range of concerns on the text line about a switch away from paper bills.
Rebecca: "Paper bills also provide people with opportunities for social interaction as people go out of their homes to the shops. Isn't that what we want for our communities?"
Heidi: "Forcing us to use online bills is just another door opening for scammers."
Mary: "Since bills have come via email, I’ve been in a mess. I’ve been late as too many emails come and I am unable to be constantly looking at them. I prefer to put my bills on the fridge or in my ‘to pay file’ where they can be seen."
Other possible exemptions
In 2018, the Commonwealth Treasury department considered options for restricting fees on paper bills at the request of state and federal governments, but the fees continue to be allowed.
Australian Consumer Law suggests customers who are on a low income, or do not have access to the internet, should ask for an exemption.
A Telstra spokesperson said people with direct deduction arrangements should receive a tax invoice after their payment was processed.
The spokesperson said people who did not have access to the internet or an email address would still receive their paper bill free of charge.