Frequently Asked
Questions
How can we help you?
FAQ - Billing and Payments
Other Billing Info
Payment Methods
We currently offer the following payment methods, with a recommendation to prioritize Direct Debit:
1. Direct Debit
2. Bpay
3. WeChat
4. Cheque
5. Bank Transfer
What Is a Payment Surcharge？
A surcharge is an additional fee charged by banks or payment platforms when certain payment methods are used. It is typically applied to cover the costs associated with processing the transaction. The amount of the surcharge may vary depending on the payment method or the transaction amount.
Bill & Invoice
Monthly Billing Information
The internet services are billed on a monthly basis, with the charge deducted on the same calendar day each month as the service activation date. Please note that if the billing date falls on a weekend or public holiday, the deduction will be postponed to the next business day. Make sure your account has sufficient funds before the billing date to avoid any service interruptions.
Where to Find Your Monthly Bill
Your bill is emailed to the address you provided during registration every month. You can check your inbox for the billing information. If you haven’t received the bill, we recommend checking your spam or junk mail folder.
Invoice and Receipt Process
An Invoice is issued from the system 7 days before your billing date each month. Once the payment has been successfully processed, a Receipt will be sent from the system as a confirmation.
Payment Help
Possible Reasons for Failed Payment
Regarding the failed payment you mentioned, it might be due to the following reasons:
- Insufficient account balance: If your bank account didn’t have enough funds at the time of the transaction, the payment would have failed. We recommend ensuring your account has sufficient funds at least three business days before the scheduled payment date.
- Issue with payment method: Please make sure your linked payment method (such as a bank account or credit card) is valid and has not expired.
Is there a late payment fee?
A $20 late payment fee applies if your selected payment method is Bpay , WeChat Pay, Cheque, or Bank Transfer, and the payment is not received by the due date.
To avoid late fees, we recommend setting up Direct Debit, which ensures timely payments and helps you avoid manual reminders.
If you’re unsure about your current payment method or would like to switch to Direct Debit, please contact our support team for assistance.
BPAY Payment Guide
You can pay your bill using BPAY by following these steps:
- Log in to your mobile banking app or online banking and select the BPAY or bill payment option.
- Locate the BPAY logo on your electronic or paper bill.
- Enter the following payment details:
BPAY Biller Code
Customer Reference Number (CRN)
Bill amount
- Double-check that all BPAY details are entered correctly.
- Submit the payment to complete the transaction.
- Once done, please take a screenshot of the payment confirmation and send it to our customer service team to ensure your bill is marked as paid.
How long does a refund take to process?
The refund process typically takes between 3 to 5 business days to be completed. Once initiated, it may take some additional time depending on your bank or payment provider. We appreciate your patience and assure you that we are working to process your refund as quickly as possible.
Financial Hardship
OCCOM is committed to supporting customers experiencing financial difficulty. For information on how we can assist, please refer to our Financial Hardship Policy:
Our team will get back to you with a solution 5-7 business days.
Update Payment Details
To update your payment information, please follow the steps below:
- Contact Customer Service: Call Occom Hotline 1300 299 999.
- Verify Your Identity: Our team will ask you to verify your identity to ensure the request is valid.
- Update Process: Once your identity is confirmed, our team will assist you in updating your payment information.