Payment Assistance Policy
Payment Assistance
We are here to help. Customers experiencing financial hardship have a right to apply for short term and long term assistance. This assistance is provided free of charge.
What is financial hardship?
Financial hardship is where a customer is unable to meet their payment obligations due to illness, unemployment, low or insufficient income, experiencing domestic or family violence, a death in the family, a change in personal or family circumstances, natural disaster, or other unexpected events that impact income or expenses.
Our options for assistance
Options that may be available include:
- Transferring you to a different plan that better suits your circumstances
- Agreeing on a payment plan tailored to your ability to pay
- Discounting a bill charge
- Temporary postponement or deferral of payments
- Placing a restriction on your service
- Other arrangements on a case-by-case basis
How to apply?
If you are having trouble paying your bill, wish to discuss options available to you, or want to apply for financial hardship assistance contact us by:
- Calling 1300 66 55 75 from 9 am to 8 pm Monday to Friday, 10 am to 6 pm on weekends and public holidays (AEST).
- Emailing [email protected]
Financial counselling and other support
If you are facing financial difficulty, you may wish to consider obtaining advice from a financial counsellor at the National Debt Helpline on 1800 007 007 from 9:30 am to 4:30 pm Monday to Friday.
MoneySmart offer free, independent guidance Visit: www.moneysmart.gov.au
1800 Respect, if you’re suffering from domestic/family violence, 1800 RESPECT is open 24 hours a day.
Phone: 1800 737 732
Website: Home | 1800RESPECT
Complaints
If you have a complaint about the outcome of your financial hardship assessment, you can contact us by:
- Calling 1300 66 55 75 9 am to 8 pm Monday to Friday, 10 am to 6 pm weekends and public holidays (AEST)
- Emailing [email protected]
- Contacting us online
If you are still not happy with our handling of your complaint, you can contact the Telecommunications Industry Ombudsman (TIO) for external dispute resolution. The TIO can be contacted by calling 1800 062 058 or visiting the TIO website at www.tio.com.au
Making a complaint will not affect your ability to agree to an arrangement for financial hardship assistance.