The 2023 review found 2degrees, One NZ and Spark billing apps still presented information about their customers' phone spend and usage in awkward and inconvenient ways. Photo: Jonas Leupe/ Unsplash
Mobile phone providers are being criticised for failing to improve how they provide billing information to people.
In 2021, the Commerce Commission asked 2degrees, One NZ and Spark to improve information around usage and spend so customers could easily compare plans.
The following year, Consumer NZ was asked to review billing information provided by the three 'pay monthly' providers.
It found some progress but significant room for improvement.
And in the latest review, in 2023, not much had changed.
Telecommunications Commissioner Tristan Gilbertson said it was disappointing further improvement seemed to have stalled.
"The Commission now sees a case for considering whether further measures are required such as a 'right plan' obligation that would require providers to tell their customers when there is a better plan based on their usage and spend."
The 2023 review found 2degrees came out on top for billing information for the second year in a row.
2degrees customers were best equipped to assess their own needs with clear and easy to find summaries of spend and usage, the review found.
However, its annual summary email lacked historical spend information.
Spark and One NZ were second equal.
One NZ, formerly Vodafone, improved from 2022 and had the best annual summary of the three.
However, the billing app only details usage for two to three months and extra spend is displayed over multiple menus.
Spark was criticised for the information on usage and spend being difficult to find on its billing app.
But the review welcomed an initiative which will make plan recommendations based on the last six months.
Overall, Consumer NZ campaigns manager Jessica Walker said transparency was important.
"Customers should be able to access basic information about how much data they've used and how much it's cost them.
"This would enable people to make informed decisions about whether they're on the best plan for their needs."
She said being on the wrong plan could cost people hundreds of dollars a year.
"It's worth seeing what you can understand from your telco's billing app and switching if there's a cheaper option," Walker said.
In a statement, 2degrees said its app was designed for ease of use and to have real-time information. "At the end of the day, being able to have a clear and transparent view of your usage and payments is only fair," the statement said.
One NZ would continue to focus on improving customers' experience, it said, and constantly assessed usage to make sure people were on the right plan.
Spark said it was disappointed Consumer NZ didn't factor in its 'Made For You' programme designed to let customers know if they were on the best plan. It said it had made significant improvements over the last year, and would take the recommendations on board.