Financial Hardship Policy

If you’re having trouble paying your bill, tell us. We’d rather work out a way forward with you than send your account to collections.

What counts as financial hardship?

Financial hardship is when you’re willing to pay what you owe, but something has made it genuinely difficult right now — for example illness, job loss, a natural disaster, family violence, or another unexpected change in your circumstances.

How to apply

Get in touch and let us know you’re experiencing financial hardship:

• Phone: 02 6049 5600
• SMS: 0435 954 799
• Online: via our Contact Us page

You don’t need to provide proof to start the conversation, though we may ask some questions to understand your situation and work out the best option. Everything you tell us is kept confidential and only used to assess your application.

What we can offer

Depending on your circumstances, this might include:

• A payment plan that spreads what you owe over a longer period
• A temporary payment extension
• Moving to a lower-cost plan
• Waiving late payment fees
• Pausing any non-payment suspension or disconnection while we assess your application

We’ll work through the options with you directly — every situation is different, and we’d rather find something that actually works than apply a one-size-fits-all rule.

How long it takes

We aim to acknowledge your application within 2 business days and confirm an outcome within 10 business days. If we need more information from you, we’ll let you know what’s missing and why.

Free financial counselling

Independent financial counselling is free, confidential, and not affiliated with Ucingo. The National Debt Helpline can help with budgeting, negotiating with creditors, and understanding your options.

Not happy with the outcome?

If you disagree with a decision we’ve made about your application, you can lodge a complaint, or contact the Telecommunications Industry Ombudsman (TIO) for independent, free mediation.