Payment Assistance

We are here to help. Customers experiencing financial hardship have a right to apply for short term and long term assistance. This assistance is provided free of charge.

What is financial hardship?

Financial hardship is where a customer is unable to meet their payment obligations due to illness, unemployment, reduced income, experiencing domestic or family violence, a death in the family, natural disaster, or other unexpected events that impact income or expenses.

Our options for assistance

Options that may be available include:

  • Applying spend controls
  • Transferring you to a different plan that better suits your circumstances
  • Agreeing on a payment plan tailored to your ability to pay
  • Discounting a bill charge
  • Temporary postponement or deferral of payments
  • Placing a restriction on your service

How to apply?

If you are having trouble paying your bill, wish to discuss options available to you, or want to apply for financial hardship assistance contact us by calling us on (03) 5135 3395. We are available from 9AM to 5PM weekdays (AEST).

Financial Counselling

If you are facing financial difficulty, you may wish to consider obtaining advice from a financial counsellor at the National Debt Helpline on 1800 007 007 from 9:30 am to 4:30 pm Monday to Friday.


If you have a complaint about the outcome of your financial hardship assessment, you can contact us by calling us on (03) 5135 3395. We are available from 9AM to 5PM weekdays (AEST).

If you are still not happy with our handling of your complaint, you can contact the Telecommunications Industry Ombudsman (TIO) for external dispute resolution. The TIO can be contacted by calling 1800 062 058 or visiting the TIO website at

Making a complaint will not affect your ability to agree to an arrangement for financial hardship assistance.

Read the full Payment Assistance Policy.