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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 1800 531 951
- Online hardship information
- Telstra - 'Support in times of need' webpage
- Download: Telstra Financial Hardship Policy [opens on Telstra website]
Optus
- Call 1300 308 839
- Download: Optus Hardship information flyer56.48 KB
Vodafone
- Call 1800 185 289
- Email This email address is being protected from spambots. You need JavaScript enabled to view it.
- Further online information
- Download: Vodafone Hardship Policy [downloads from the Vodafone website]
TPG Telecom
- Call 1300 056 356
- Online contact form
- Further online information
Dodo
- Call 1300 907 283
- Email This email address is being protected from spambots. You need JavaScript enabled to view it.
- Further online information
iiNet
- Call 13 22 58
- Online contact form
- Further online information
Internode:
- Call 1300 889 188
- Online contact form
- Further online information
Amaysim
- Call 1300 808 300 (567 free from your Amaysim mobile)
- Email This email address is being protected from spambots. You need JavaScript enabled to view it.
- Download: Amaysim Hardship Policy [opens on Amaysim website]
- Further online information
Belong
Southern Phone
- Call 1800 356 227
- Further online information
Boost Mobile
- Call 125 8881
- Further information online
iPrimus
- Call 1300 312 337
- Email This email address is being protected from spambots. You need JavaScript enabled to view it.
- Further online information
Lebara
- Call 1300 126 122 (126 122 from a Lebara mobile)
- Further information online
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- Hardship help
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.
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Financial Counselling Australia – get in touch with a Financial Counsellor.
Debt self help tools – try this handy tool kit.
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.
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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).
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- Hardship assistance
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.
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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.
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You might be eligible to receive the Centrelink Telephone Allowance to help you pay for your phone and internet connection.
If you are eligible you can receive a payment from the Government of either $28.20 or $42.00 every three months.
You can read more information about whether you can get the Centrelink Telephone Allowance by clicking here.
How can I claim the Centrelink Telephone Allowance?
If the Centrelink Telephone Allowance is not already paid to you as a part of your Centrelink payments, and you would like to receive it, or if you are unsure whether you are eligible, you should contact Centrelink.
You can contact Centrelink:
- By phone (click to find the relevant phone number for you)
- By writing, emailing, or sending a fax (click for addresses and fax number)
- Or by visiting a Centrelink office. You can find the closest one to you on this page.
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