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.
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.
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.
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.
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.