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

Optus

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

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

Internode:

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

Boost Mobile

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

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.

 

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.

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.

 

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.

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:

 

Hardship help

Hardship assistance