Fees for paper bills unacceptable, consumer group says

Canada’s revolution in billing practices is sending a national consumer group to the barricades.

Burnaby-based telecom Telus has become the latest company to charge most of its customers for getting a paper bill.

Starting Sept. 21, Telus wireless customers — there are 6.7 million of them — will be charged $2 for getting their bill sent to them in the mail.

The two paperless options — online access via a computer, or accessing the bill over a cellphone — remain free.

Telus’ 3.8 million land-line customers will also continue to receive their bill without an extra charge because the billing fee, unlike with wireless service, is built into the tariff.

“We believe that the customers who choose the more expensive paper-billing option should be contributing to the cost of the service,” said spokesman Chris Gerittsen. “We take the triple bottom line approach to our business decisions: incorporating environmental, social and economic aspects.”

Gerittsen said he’s not sure how much money Telus will save if it can cut back on paper, ink, stamps, envelopes and the administrative costs associated with paper billing. But the new billing practice, he said, “will really save paper for sure.” In fact, Telus calls paperless billing the “eco-friendly choice.”

Telus is one of the last wireless providers to start charging for paper billing. Several companies, including Virgin Mobile Canada, Wind Mobile and Bell, already charge fees ranging between $2 and $4.

Bruce Cran, president of the Consumers’ Association of Canada, is not impressed by the proliferation of charges for paper bills.

“It’s absolutely ridiculous and totally unacceptable,” he said. “To charge people for getting a bill for the services you are providing is absolutely out of line, as far as we’re concerned.”

It amounts to “billing you for billing you,” Cran said.

Cran said he doubts it will save on paper because many people will simply print their bill at home for record-keeping.

Moreover, he said it’s unfair to people who are not computer savvy.

Gerittsen said Telus will work with customers who are having a tough time accessing their bills over the computer or the cellphone. He said they may be able to continue receiving a paper bill free of charge.

Gerittsen also said reduced costs may be passed on to consumers as savings.

markus.ermisch@sunmedia.ca