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How can I get 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.

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).

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

 

Contacting a financial counsellor

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.

How talking to a financial counsellor can help you

If you're having difficulty paying your bills, you can call a financial counsellor. Their services are free and confidential.

They can help you figure out:

  • how to organise your money
  • how to pay your bills
  • how to get the support you need.

Even if you feel you are coping, a fresh set of eyes may help you sort things out more quickly, or identify other forms of assistance you weren't aware of.

A financial counsellor can talk to your service provider for you

Often, phone, mobile and internet providers do not give out financial hardship contact details directly to customers.

However, many financial counsellors know the systems well and who to talk to. If a financial counsellor calls your provider on your behalf you are more likely to get the help you need.

Financial counsellors may also know other services you can use as well as other forms of assistance you could be eligible for.

 

Financial Counselling Australia – get in touch with a Financial Counsellor.

Debt self help tools – try this handy tool kit.

Centrelink emergency payments

Emergency information – The ABC is Australia's official emergency broadcaster and has links to survival planning and other prevention strategies.

Telecommunications Industry Ombudsman (TIO) – The TIO is a fast, free and fair service that helps resolve telephone and internet complaints.

Financial Rights Legal Centre – some fantastic information to help you find the best help when in debt and how to avoid dodgy credit solutions.

National Children's and Youth Law Centre – a free legal service for people under the age of 25.

 

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.