engage.acma.gov.au/reconnecting/ Bill shock: The facts ‘Bill shock’ is a significant driver of telecommunications bill payment difficulties for Australian consumers. These are the key findings of recent ACMA research. SOURCE: ACMA, Telecommunications services customers—credit management and financial hardship, Roy Morgan Research, 2012. Who got bill-shocked? Why did it happen? What did they do? What happened? > 18 to 24-year-olds are the most likely to be bill-shocked by a post-paid service Of the Australian bill-payers who had bill shock and had difficulty paying a bill: of telco post-paid consumers had bill shock in the past 12 months who contacted their provider about a bill asked for more time OF THESE: paid a reduced amount were not told how to avoid bill shock or difficulty paying in the future 34 % 85 % > 25 to 34-year-olds are the most likely to be bill-shocked by a pre-paid service OF THESE: said there was no negotiation on the due date to pay accepted the arrangement of bill-payers who had difficulty paying a bill contacted their service provider 81 % 81 % 33 % 65 % 65 % 69 % 26 % of post-paid, bill-shocked bill-payers got a bill at least $200 higher than expected were offered advice and told to switch plans > > 48 % 10 % 16 % used more of the service than usual used a new feature didn’t understand the plan and charges