See also "24 Operator Groups (4B Subscribers) to Adopt Bill Shock Prevention Measures This Year" (here).
According to ACMA's Reconnecting the Customer report:
"Bill shock can also be costly for industry. One estimate suggested that wireless broadband-related bill shock had cost one provider, Telstra, as much as $90 million in the 2010 financial year, through waiving fees or writing-off debts owed by consumers who cannot pay their bills".
"As required by the self-regulatory policy underpinning the Telecommunications Act, the ACMA proposes to invite the industry to develop a code that requires service providers to offer measures that allow customers to monitor the accumulation of charges during a billing period. For plans not subject to a hard cap or shaping, this should include:
- an equivalent platform-based notification (SMS for phone, email for internet) that alerts consumers at either consumer-nominated or provider-specified (for example, 80 per cent) expenditure/usage points
- a consumer-nominated expenditure/usage point that cannot be exceeded without a consumer’s express consent and includes notification at a particular expenditure/usage point
- Details about the expenditure/usage point reached, the consequences of any limitations and unavoidable exclusions".