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Help if you can't pay your bill

If you can't pay your phone or internet bill on time, tell your telco as soon as possible. They have a process to help customers in financial hardship.

Telecommunications providers will try to help if you receive a bill from them and can’t pay it. They have to publish clear details on their websites such as:

  • how to contact them if you have trouble paying a bill
  • how to find a financial counsellor in your community
  • how they manage customer complaints 

Telcos also have a financial hardship policy. This helps people who can’t meet their contract for reasons including illness, unemployment or domestic or family violence.

They will work with you to find a solution.

If you make a complaint to them, they must treat it as urgent if:

  • you have applied for help under their financial hardship policy
  • they accept you are in hardship
  • the subject of your complaint contributes to that financial hardship

They cannot take action on the amount you owe until they resolve your complaint.

This is one of your rights under the Telecommunications (Consumer Complaints Handling) Industry Standard 2018 and the Telecommunications Consumer Protections Code 2019

If you need free financial counselling or urgent help, see the MoneySmart website.

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