Payment Assistance Policy Summary

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Payment Assistance Policy Summary

1   Battling to pay your telco bill?

If you’re a financial hardship customer, you have a right to apply for short-term financial hardship assistance (up to three billing cycles) or long-term assistance (more than three billing cycles).  Assistance is free of charge.


2   What counts as financial hardship?

Financial hardship is when you can’t pay what you owe us because of things like:

but you think you could pay if we had an agreed arrangement for one or more of the financial hardship assistance options we offer.


3   What assistance options do we offer?

If you’re a financial hardship customer, we may agree to:


4   How to apply for assistance


5   You can complain about financial hardship matters

6   Other places to get help

You can also get information and advice from:

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