Home 💳 Billing & Payments Disputed Charges Policy

Disputed Charges Policy

Last updated on Apr 07, 2026

Applies to: All Pickle business customers and strata-managed accounts

Overview

A billing dispute is a formal challenge raised by a customer who believes a charge on a Pickle invoice is incorrect, unauthorised, or should not have been applied.

A billing dispute is distinct from a general billing enquiry. A dispute means the customer has a specific reason to believe a charge is wrong and is requesting Pickle investigate and, where appropriate, correct it.

Common examples:

  • Charged for a service believed to have been cancelled

  • Charged at an incorrect rate not reflecting the agreed pricing

  • Charged for a period not covered by the agreement

  • Duplicate charges appearing across invoices

How to Raise a Billing Dispute

Disputes must be submitted in writing via:

Clearly identify the submission as a billing dispute — not a general enquiry. Include:

  • Account number

  • Invoice number or billing period in question

  • Specific charge(s) being disputed — by line item or amount where possible

  • Reason for the dispute — why the customer believes the charge is incorrect

  • Supporting documentation — e.g. cancellation confirmation, signed agreement, relevant correspondence

Providing complete information upfront reduces follow-up and speeds up resolution.

What Pickle Investigates

  • Whether the service was active and provisioned during the disputed period

  • Whether a valid written cancellation was submitted and confirmed before the charges accrued

  • Whether the correct rate was applied per the customer's agreement

  • Whether any credits or adjustments were already applied

  • Call records, provisioning records, and account history where relevant

Pickle may contact the customer during investigation if clarification or additional documentation is needed.

Timeframes

  • Acknowledgement — within 2 business days of submission

  • Standard resolution — within 15 business days

  • Complex disputes (multiple periods, carrier charges, or third-party records) — may take longer; customer will be notified with an estimated timeframe

Possible Outcomes

  • Charge upheld — Pickle provides written explanation why the charge is valid (e.g. no written cancellation received, service was active during the period)

  • Charge partially adjusted — a credit is applied for the portion found to be incorrect; remainder upheld with explanation

  • Charge reversed — full credit applied where the charge is found to be entirely in error

All outcomes are communicated in writing with the basis for the decision.

Charges Pickle Will Not Reverse

  • Charges for services that were active and provisioned during the disputed period where no written cancellation was submitted

  • Charges that fall within the customer's agreed contract terms, including minimum term commitments

  • Charges approved by an authorised contact through a confirmed service order

If the Dispute Is Not Resolved to the Customer's Satisfaction

  1. Internal escalation — request the matter be reviewed by a senior Pickle team member

  2. Complaint Handling Process — refer to the Complaint Handling Process article for the formal complaints framework

  3. Telecommunications Industry Ombudsman (TIO) — free, independent dispute resolution:

    • Website: tio.com.au

    • Phone: 1800 062 058

Pickle encourages customers to exhaust internal pathways first, but customers are always entitled to contact the TIO at any time.

Tips to Avoid Billing Disputes

  • Always obtain written confirmation when cancelling a service — verbal cancellations are not sufficient

  • Retain copies of all cancellation confirmations, agreements, and pricing correspondence

  • Review invoices regularly — raise disputes promptly, ideally within 30 days of the invoice date

  • Audit active services annually — refer to the Unused Services article for guidance

Key Takeaways

  • Disputes must be submitted in writing via the Portal or email — not by phone

  • Pickle acknowledges within 2 business days and resolves standard disputes within 15 business days

  • Outcomes: charge upheld, partial adjustment, or full reversal — all confirmed in writing

  • Charges for active services where no written cancellation was submitted will not be reversed

  • Unresolved disputes can escalate internally, through the Complaint Handling Process, or to the TIO at tio.com.au or 1800 062 058

  • Retaining written cancellation confirmations is the most effective protection against disputes

Contact Pickle

  • Portal: Pickle Customer Portal — 24/7

  • Email: [email protected]

  • Phone: 1300 688 588 (business hours)

  • After hours: Available for clients with an extended hours agreement

Pickle

Office 12, 7-9 Churchill Ave, Strathfield NSW 2135