The KISA phone Support Information

Read more about billing, payments, usage and other account-related topics.

• When Does My Billing Cycle Start?

  Your billing cycle is based on the day you purchase your KISA Phone.

  For example, if you purchased your KISA on the 15th of January, your billing cycle will start on the 15th of every month.

• How Does The Billing Cycle Work?

  Your billing cycle starts and ends on the same date every month.

  When a billing cycle ends, your monthly base fees are charged for the month of service in advance, plus whatever usage charges, if any, accrued for the last month.

  Please consider the below when viewing your statements:

  • Invoice date: The actual billing date.
  • Due date: This is 14 days after the "Invoice Date".

  Failure to settle your account within the appropriate time frame, can lead to late payment fees, account suspension and possible account termination fees.

• How Can I Pay For My Account?

  Your monthly payment will be automatically debited from your credit card or direct debit, on your due date.

  If your payment is not successful, we will contact you via email or phone.

  Failed Credit Card payments are reprocessed, automatically, the following day, so please ensure that funds are available to prevent any service disruption.

  Failed Direct Debit payments are not automatically reprocessed, so you will need to make a payment as soon as possible to avoid any service disruption.

  Payments can be made via MY KISA Account Management.

• What Are The Different Payment Options?

  We provide our customers with a range of different payment methods, which include:

  • Credit Card *
  • Debit Card *
  • Direct Debit *

  * Payments will be automatically debited from your nominated account on your due date.

• Are There Any Other Fees Involved?

  Payments by Credit, Debit Card or Direct Debit are processed automatically and do not incur any additional fees.

  Please ensure you have sufficient funds in your nominated account to avoid any declined fees, or possible disruption to your service.

  If you do not pay a bill by its due date, we can charge you a late payment charge as set out in our standard form of agreement.

• How Do I Update Or Change My Payment Method?

  To update or change your payment method, log in to "MY KISA", where you can update your payment method or call us on 1300 557 453.

• Can I Make A Payment At The Post Office?

  Unfortunately your KISA account cannot be paid at the Post Office.

• I Can’t Make A Payment On The Due Date, Can I Request An Extension?

  If you are not able to make a payment on time, please call our KISA team on 1300 557 453, and we may be able to provide you with a payment extension or a payment plan.

• What is Excess Usage?

  "Excess Usage" charges are fees that are charged in addition to your monthly subscription fees, based on the calls that were made outside of your monthly allowance.

  If you would like to clarify what your usage allowance is, you can log in to MY KISA to review your plan details.

• How Can I Check My Balance?

  If you would like to check the current balance of your service, you can do this by logging in MY KISA.

• Spend Management Tools

  We provide the following to help you manage your credit exposure:

  • You can check your usage at any time by logging into MY KISA. You can also call our customer service team during business hours on 1300 557 453 for the same information.
  • You can restrict certain services such as some call types associated with higher fees.
  • For some account types, if you incur usage charges that are significantly higher than your monthly service fee, we will notify you by email.
  • We will alert you by email when you have reached 50%, 85% and 100% of your included value.
  • If you find that you are often exceeding your monthly call allowances, consider upgrading to one of our plans which feature more minutes.
  • Not all charges will necessarily appear on your bill in the month in which it occurs. Occasionally there may be delays in charges being passed onto us by our wholesalers. We are not permitted to bill you for any charges older than 160 days.
  • Delays in unbilled charges are usually from overseas usage or premium and third party services.
  • All of our Spend Management Tools come free of charge.
  • Please contact us on 1300 557 453 if you have any queries or wish to make any changes to your plan or account.
• Can I Add Another Person Who Can Call On My Behalf?

  Yes, in order to add a nominated contact you will need to fill in a form located here, Once completed please sent it by:

  • Email - help@kisa.com.au
  • Postal Mail - KISA, PO Box 331, Moorabbin, Victoria, 3189, Australia

  If you want to add an authorised person over the phone please make sure that you have the following ready before you call:

  • Name of the Authorised Representative
  • Date of Birth
  • Home / Office Address
  • Email Address
  • Contact Number
• Can I Remove An Authorised Representative?

  If you have a nominated representative on your account, that you wish to remove, please call us on 1300 557 453 and one of our friendly staff will assist you.

  You can also send the above request via letter or email, though you will need to provide us with your own name, date of birth, and full address so we can verify your account.

• Charges
  • Printed invoices: $4.00 each
  • Declined payments: $2.00 each
  • Various payment methods: Free
  • Administrative charges if there is not sufficient notice of termination: $7.50
  • Suspension and termination: $7.50
  • Front Panel Reprint: $25
  • Back Panel Reprint: $15
  • Restocking fee: $70