Service Providers - Hardship Contacts
The first thing that you should do if you are struggling to pay a bill is contact your service provider so you can discuss your options. Your provider can set up a payment plan for you, and while this is in place they will not report your debt to a Credit Reporting Agency.
Below are the contact details for some of the main service providers.
Financial Counsellors
Call a financial counsellor for free on 1800 007 007
For more helpful information visit the website for Financial Counselling Australia’s National Debt Helpline.
Best practice
The TIO, Australian telcos and financial counsellors have worked together to develop best practice guidelines to assist telcos to help customers who are experiencing financial hardship.
The second edition of the guide, Responding to Customers in Financial Hardship: Principles and Practices for Telecommunications Providers, was published in May 2017.
More info on hardship
Assistance includes financial counselling, debt management tools, Centrelink emergency payments, legal advice for debt and credit issues, youth legal services, emergency information, and dispute resolution through the Telecommunications Industry Ombudsman.
Hardship help
This page contains information about the people and services that can help you if you are struggling to pay a bill. You can get help from your service provider, a financial counsellor, and a range of other free services.
Since the introduction of the Financial Hardship Standard in March 2024, telcos must provide assistance to customers - and cannot ask for proof in the short term. For more information, consult ACCAN's Quick Guide to Financial Hardship Standard.
If you find yourself in a position where you cannot pay a bill:
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Tell your telco - if you are facing hardship you have legal protections which your telco must follow.
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Do not ignore the bill. Contact your service provider to discuss your options. You can agree on a payment plan or come to another arrangement.
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Ask your service provider to waive late payment and other penalty fees.
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Your provider may disconnect, suspend, or restrict your services if you do not pay. In most cases, they must warn you in writing at least twice, and at least five days before your service is disconnected.
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If your service is disconnected, suspended, or restricted, you can ask your service provider to review the decision.
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If you cannot reach an agreement with your provider about a payment plan, you should contact the Telecommunications Industry Ombudsman (TIO).
