Consumer advocacy campaign Keep Me Posted says fees imposed by big businesses for mailing paper bills and statements to its customers is indicative of them being out of touch not only with their customers, but the wider Australian community.
This statement comes after federal treasurer Scott Morrison recently addressed the AFR Banking and Wealth Summit urging big businesses to make the case for big-business tax cuts.
“[I have] raised consistently with large business representatives the need to address the broader collective reputation issues large businesses have with the Australian public,” Morrison says.
Australia’s major financial, telecom and utilities corporations now routinely charge their customers for receiving paper bills, hastening a switch away from print, and making them a swag of money at the same time.
[Related: TSA fights mail fees]
Kellie Northwood, executive director, Keep Me Posted commends Morrisons standing up to big businesses.
“We applaud the Treasurer’s comments in regards to big business rebuilding with the community they operate in, it is time to realise who is the customer and in this instance how nonsensical fees for a bill are.
“What was once a cost of running business has become a revenue line for many services providers and banks. Internal research shows that the fees being charged on paper bills and statements are higher than the cost they are supposed to cover (print and postage). That could mean that businesses are making a profit to the expense of their most vulnerable customers, those who cannot switch to digital communications (for lack of skills, accessibility or affordability).”
The Keep Me Posted campaign outlines that, in Australia, the most digitally excluded communities are people aged 65+, people with disability, Indigenous Australians, people in the low-income bracket or not in paid employment.
“The feedback the campaign received from the community is that many feel ripped-off by service providers and banks they have been loyal to for many years,” Northwood adds.
Studies show that, at the end of the year, fees for paper bills and statements can add up to hundreds of dollars per household. Further, customers who decide to switch to digital communications but are not ready for it find themselves exposed to scams and struggling with money management.
Keep Me Posted is seeking legislative consumer protection against unfair paper billing fees and calling on all Australians to write to their Federal Member of Parliament to let them know how the fees affect them.
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