Invoicing & Payment Policy

Policies: Invoicing & Payment.

Ozetel Pty Ltd | ABN 54 113 332 308

Effective 26 August 2026

T: 1300 OZETEL (693 835)

E: info@ozetel.com.au

A: PO Box 4103 Springfield Central Qld 4300

1. Postpaid accounts.

Postpaid invoices are generally issued monthly in arrears. Unless otherwise agreed, invoices are created around the 1st day of the month and authorised direct debits are processed around the 15th.

A dishonoured payment incurs a fee of $5 ex GST. Overdue accounts may incur the charges described in the Retail Terms & Conditions.

Not every account is eligible for postpaid billing. We generally require 6 months of successful and satisfactory invoicing on a prepaid account before we will consider moving an account to postpaid.

Suspension for non-payment is subject to applicable law and Ozetel’s Payment Assistance Policy.

2. Prepaid accounts.

New Ozetel accounts are generally established as prepaid unless Ozetel approves another arrangement.

Prepaid Services require sufficient credit for relevant usage and recurring charges. Usage may be deducted in real time and recurring charges deducted on the applicable billing cycle.

A negative balance does not itself cancel a recurring Service. The customer must request cancellation where they no longer require a Service.

Getting started on a new prepaid account:

• Initial top-up: once the account is created, add a card in the customer portal and make the first top-up, so there is a positive balance for your services to be created against.
• Verify the card: new cards must be verified before use. See section 3 below.
• Set up auto top-up: strongly recommended, so a low balance does not interrupt your services. See section 4 below.

3. Card and payment verification.

Ozetel may verify a new card or payment method using a small verification transaction or another method.

For a new card, the current process is a small debit of just over $1 against the card. The cents vary each time, which is what makes it unique to you. To complete verification, sign in to your online banking, find that entry on your statement and enter the exact amount into the verification form in the customer portal.

Successful initial verification confirms only the verification step completed at that time. It does not prevent Ozetel from later requesting reasonable identity, authority, account-ownership or payment verification where appropriate.

Customers must be authorised to use any payment method supplied to Ozetel.

4. Auto top-up.

Customers may be offered automatic top-up options to reduce the risk of service interruption. We strongly recommend setting one up on a prepaid account.

You choose two things in the customer portal: the low balance that triggers a top-up, and the amount to top up by. When the balance falls to your trigger, the top-up is charged to your verified card automatically.

The customer is responsible for maintaining a valid authorised payment method and appropriate top-up settings.

5. Refunds of prepaid credit.

Unused prepaid credit on a lawful account will ordinarily be returned after cancellation or closure and after amounts properly owing have been deducted.

Refunds will normally be made to the original payment method.

Ozetel may require reasonable verification before releasing a refund and may temporarily hold a refund while reasonably investigating suspected fraud, scams, unlawful use, abnormal service activity, disputed ownership, chargebacks, payment irregularities or security concerns.

A temporary hold does not itself mean that the balance has been forfeited.

6. Billing disputes.

If you dispute a charge, contact Ozetel promptly at info@ozetel.com.au and identify the amount and reason. Pay undisputed amounts by the due date.

Billing disputes and complaints are handled consistently with the Retail Terms & Conditions and Complaints Handling Policy.