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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.

Telstra
Call 13 22 00 and say “Payment Options”

Vodafone
Call 1527 from a Vodafone mobile or 1300 650 405 from any other phone

Optus
Call 1800 505 201 or ask a financial counsellor to call the Optus Financial Advisory Support Team on your behalf

Amaysim
Call 567 from an Amaysim mobile or 1300 808 300 from any other phone, Monday to Friday 9am – 5pm

Dodo
Credit specialists are available Mon – Friday 10am to 7pm by calling 13 36 36 and asking to speak to the Payments Team

iiNet
Credit team is available 6am – 7pm Monday to Friday at 13 22 58 or by emailing This email address is being protected from spambots. You need JavaScript enabled to view it.

iPrimus
Call 1300 889 130 Monday – Friday 9am – 6pm

Lebara
Call 126 122 from a Lebara mobile or 1300 126 122 from any other phone

Southern Phone
Call 1800 356 227 during business hours or email This email address is being protected from spambots. You need JavaScript enabled to view it.

TPG
Call 13 14 23 and select option 3

Vaya
Call 1300 008 292

Virgin
Call 1300 304 090

 

Smith Family Tech Packs Digital Literacy Program

The Tech Pack program provides internet-ready computers and internet access to disadvantaged families.

Participating families receive eight hours of skills training with an accredited trainer, 12 months of free internet access, and technical support.

Centrelink Telephone Allowance

If you have a Pensioner Concession Card or Commonwealth Seniors Health Card, you might be eligible for the Government’s Telephone Allowance, as included in the Pensioner Supplement or Seniors Supplement.

You can read more information about whether you can get the Centrelink Telephone Allowance by clicking here.

Telstra Pensioner Discount

The Telstra Pensioner Discount provides eligible pensioner customers with a monthly call discount on their Telstra home phone service.

If you are eligible for the discount, you can also get free access to Call Control, a waiver on late payment fees, and fee-free payment options.

You can register by calling Telstra on 13 2200.

Telstra Disability Equipment Program

This program provides Telstra customers with products that make calling easier for people with disability. These products include phones with larger buttons, visual alerts, cochlear implant adaptors, and teletypewriters (TTY). If you are eligible you can rent the equipment for the same price as a normal phone handset.

For more information:

  • Visit Telstra’s disability services page.
  • Call the Telstra Disability Enquiry Hotline (Mon – Fri 8am – 5pm EST) on
    • 1800 068 424 (voice)
    • 1800 808 981 (TTY).

Centrelink Telephone Allowance

If you have a Pensioner Concession Card or Commonwealth Seniors Health Card, you might be eligible for the Government’s Telephone Allowance, as included in the Pensioner Supplement or Seniors Supplement.

You can read more information about whether you can get the Centrelink Telephone Allowance by clicking here.

Telstra Pensioner Discount

The Telstra Pensioner Discount provides eligible pensioner customers with a monthly call discount on their Telstra home phone service.

If you are eligible for the discount, you can also get free access to Call Control, a waiver on late payment fees, and fee-free payment options.

You can register by calling Telstra on 13 2200.

Telstra Home Phone Essential package

The Telstra Home Phone Essential package is a cheaper home phone plan for eligible Telstra customers.

To be eligible you must hold an eligible Health Care Card or Pension Concession Card.

 

If you are a Telstra customer you might benefit from the Telstra Access for Everyone Program.

The Access for Everyone program provides products and services to help people on a low income and people in financial hardship to stay connected to essential telecommunications services. Click on the link above to read more about what services and products might be available to you.

Subcategories

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.

If you find yourself in a position where you cannot pay a bill:

  • 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.

  • Ask your service provider to waive late payment and other penalty fees.

  • Your provider can 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.

  • If your service is disconnected, suspended, or restricted, you can ask your service provider to review the decision.

  • If you cannot reach an agreement with your provider about a payment plan, you should contact the Telecommunications Industry Ombudsman (TIO).