Ask about a charge
Ask us to explain a charge on your bill. Have your service or account reference and the bill ready.
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Billing and account
Ask about a charge, update approved details or get help with your account. If you’re finding it hard to pay, contact us as early as you can.
What we can help with
Use the request form on this page for any of these. Complaints and financial-hardship requests have their own process.
Ask us to explain a charge on your bill. Have your service or account reference and the bill ready.
Ask us to change the approved details on your account.
Ask for help with another question or request about your account.
Billing information
If your plan has a Critical Information Summary, it sets out the key terms and charges. If a charge isn’t clear, check it against your bill.
Never submit passwords, full payment card details or identity documents through a support form.
Hardship and complaints
Each has its own process, so use the pages below instead of the billing request form.
Financial hardship
If you’re having financial difficulty, contact us as early as you can. We’ll explain the assistance and payment options available under the current Financial Hardship Policy. Asking for help will not cost you a fee.
Get financial-hardship helpComplaints
If you’re unhappy with a product, a service or how an issue was handled, you can make a complaint. We’ll acknowledge it, assess it and keep you informed. Then we’ll explain the outcome and the escalation available under the current Complaints Policy.
Make a complaintTell us what you need help with and how to reach you.
Choose another support path. We keep support requests separate from sales.