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Customer financial hardship in the telco industry: State of play report 2019–20

Some telco customers may, at one time or another, experience financial hardship. They may need assistance from their telco with arrangements to help them pay their overdue bills.

It is important that telcos have financial hardship arrangements in place that assist these customers in need to:

  • meet their financial obligations
  • stay connected.

Our second State of play report analyses customer financial hardship data provided by the major telcos that offered post-paid services in 2019–20. This year, we distinguish between financial hardship data for residential and small business customers. We also consider the impact of the COVID-19 pandemic.

The report is interactive, enabling different views of the data. We have also published a complementary report with qualitative insights into telco financial hardship practices. This information was obtained from interviewing 10 financial counsellors.

Protecting telco customers is an ACMA compliance priority for 2020–21.

View the report

View the interactive report: Customer financial hardship in the telco industry: State of play report 2019–20.

Using this report

You may find this report easier to use on a computer. 

To navigate the report, you can:

  • click on the buttons on the front page and within the report
  • click on the page number to view the page menu.

ACMA research

Find out more about our research program.

View information about the methodology used for this report.


Download the qualitative report and accessibility file for the State of play interactive report. If you’re having trouble accessing any of our reports or files, please contact us.

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