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 In accordance with the Telecommunications (Financial Hardship) Industry Standard 2024 we offer various forms of payment assistance to residential and some business customers suffering financial hardship.

Financial hardship refers to a situation in which a customer is unable to discharge their financial obligations to us due to various circumstances, including:

  • personal or household illness;
  • unemployment;
  • low or insufficient income, including reduced access to income;
  • being a victim survivor of domestic or family violence;
  • death in the family;
  • change in personal or family circumstances;
  • natural disaster;
  • unexpected events or unforeseen changes that have impacted the customer’s income or expenditure; or
  • other reasonable causes,

and the customer considers that they will be able to discharge those obligations if an agreed arrangement for financial hardship assistance is implemented

There are various forms of long or short term assistance available, including:

  • temporarily postponing, extending or deferring the time for paying a bill;
  • discounting a bill;
  • applying a credit to the customer’s account;
  • waiving a debt;
  • payment plans which are tailored to meet a customer’s ability to pay;
  • controls on how a customer can incur charges with the provider, including spend controls;
  • restrictions;
  • removing non-essential features of a telecommunications product at no cost;
  • transferring the customer to a different telecommunications product that better suits their circumstances; or
  • adjusting internal threshold limits so that the customer is not disconnected.

If you are eligible, we will try to find a solution tailored to your circumstances. Our aim is to keep you connected.

Application for payment assistance is free of charge. To apply for financial assistance or to obtain further information about your eligibility, please contact us as soon as possible:

  • by Phone on 1300 245 575 (9am-4pm AEST/AEDT Monday-Friday)


  • by email on

Our staff will have to verify your identity. We may also, depending on your circumstances, require some additional information and supporting documents.

We try to deal with financial hardship issues as soon as possible, preferably on initial contact.

If you are not happy with the outcome of your application under this policy or the outcome of a complaint, you can contact us as described above, or the Telecommunication Industry Ombudsman. Find out more on the TIO website or call 1800 062 058 (Monday – Friday, 8.00am – 8.00pm AEST).

There are a range of other financial support services available in each state and territory in Australia. For more information on these and other options available please see the ACMA website. You can obtain advice from a community financial counsellor from anywhere in Australia by calling 1800 007 007 (Monday to Friday, 9.30 am – 4.30 pm). This number will automatically switch through to the service in the State or Territory closest to you, or you can visit the National Debt Helpline. Call 1800 686 175 to speak to a rural financial counsellor for financial counselling to primary producers, fishers and small rural businesses that are suffering financial hardship.

Click here for our complete Payment Assistance Policy.