A service provider may charge only for services or equipment the customer ordered, and the customer owes nothing for anything not ordered (47(1)). Invoices must be in writing (electronic with consent), regular, in plain format, accurate as to services and amounts, show how usage-based charges are calculated, and comply with the Act, regulations, rules and orders (47(2)); invoice records are kept at least six months from the billing date and produced to the Regulator on request (47(3)), and the Regulator may require publication of billing information or other steps (47(4)). The Customer Protection Rules 2017 add that invoices show the customer's billing name and address, the provider's registered name and address, total billed, credits, VAGST, payments or discounts and net amount, the billing period, issue date, due date, payment or refund methods and complaint contacts, and that customers can get itemised charges, with itemised call details for post-pay in the current period, notice of any period needed for itemised billing, and consent before any charge for it (rules 7-8).
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