Financial hardship

Confidential help if you are finding it hard to pay

If you’re having difficulty paying for an eligible telecommunications service, contact us as early as you can. We’ll treat your request respectfully and explain the assessment, assistance and payment options available under the current Financial Hardship Policy.

Request confidential assistance Read the Financial Hardship Policy

Request confidential assistance

Share only what you’re comfortable with. We’ll contact you to talk through your situation and the options available.

Fields marked are required.

Your name

Preferred contact method

Phone Email

Phone number

Required if you would like us to call you.

Required if you would like us to email you.

Service or account reference (optional)

Only if you have it handy and it is safe to provide.

Briefly tell us what assistance you need (optional)

You do not need to explain your circumstances in detail here. Never submit passwords, full payment card details or identity documents through this form.

I would like an interpreter or other accessibility support

Tell us what would help (optional)

For example, a language, a support person joining the call or information in another format.

Policy

Financial Hardship Policy

How we assess requests for assistance, the options that may be available and how your information is protected. Each section below shows where the approved policy text will appear.

Version and effective date

Version: [POLICY VERSION]
Effective date: [EFFECTIVE DATE]
Accessible copy: [ACCESSIBLE POLICY DOCUMENT LINK]

Confidential contact channels

The confidential ways to reach the team that handles financial-hardship requests, including the form on this page.

[APPROVED POLICY TEXT: Confidential contact channels]

Supporting information

What information may help us assess a request, and how requests for documents are limited to what is reasonably required.

[APPROVED POLICY TEXT: Documents only where reasonably required]

Available assistance options

The types of assistance and payment arrangements that may be available, and how a request is assessed.

[APPROVED POLICY TEXT: Available assistance options]

How decisions are communicated

How we tell you the outcome of your request and what it means for your account and services.

[APPROVED POLICY TEXT: How decisions are communicated]

Review and complaint rights

How to ask for a decision to be reviewed, and how to make a complaint if you are not satisfied.

[APPROVED POLICY TEXT: Review and complaint rights]

Interpreter and accessibility support

How to get help from an interpreter or a support person, or receive information in another accessible format, when asking for assistance.

[APPROVED POLICY TEXT: Interpreter and accessibility support]

No marketing use of hardship information

How information you share about your circumstances is used to assess and manage your request, and is not used for marketing.

[APPROVED POLICY TEXT: No marketing use of hardship information]

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