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We're here to help

We're here to help you communicate – that's what we do – but we understand that sometimes times are tight.

If a bill comes in and it's going to be tough to pay, don't avoid or ignore the bill. We can help.

We offer flexible payment terms and options if you're experiencing genuine difficulties, as outlined in our Financial Hardship Policy (PDF, 41KB).

You can discuss your situation any time of day or night. Simply pick up the phone and give us a call on 13 22 00 and say "Payment Options". We'll put you through to one of our operators to discuss your situation.

It can be something as simple as a little extra time to pay a single bill, or the provision of an InContact® phone service capable of receiving calls only.

We understand that communications can form a key part of getting out of financial difficulty. That's why our Access For Everyone program provides services for people doing it tough.

We also work in partnership with over 2000 community agencies across Australia, including The Salvation Army, St Vincent de Paul, The Smith Family and Anglicare Australia.

These partners may be able to help you with your bill, or may be able to provide you with a calling card if you have no other means of communication. If you are part of a community agency, read our information for community partners.

Getting the assistance you require

Those looking at more serious financial difficulties may also wish to seek free and independent advice from a community Financial Counsellor.

You can talk to a Financial Counsellor by ringing the National Debt Helpline on 1800 007 007. This number will automatically switch through to the service in the State or Territory closest to you for assistance, between at least 9.30 am – 4.30 pm Monday to Friday.

If you're an eligible customer, you might  also consider InContact®. It's our special home phone service that enables you to only receive calls (except reverse charges). There's no monthly line rental.

With InContact, you're still able to call Triple Zero (000), Telstra service and faults, 1800 numbers plus certain help lines in your White Pages® directory.

At those times when you need to make other call types – simply use a pre-paid calling card that has a 1800 access number.

Staying connected

We recognise that sometimes unforseen events in your life may affect your ability to pay for services you have used. We offer a range of payment and service options so you can stay connected:

How one small card can make a world of difference

We provided a Telstra Pre-Paid recharge card to a woman who was leaving a domestic violence situation with little money and two small children. We arranged for a refuge to provide safe accommodation, provided assistance in lodging a domestic violence order and referred her to the Centrelink social worker for support in gaining independent benefits for her family.

The Telstra Recharge card was essential in ensuring she could contact all of the services she required to leave the relationship. Her phone was also her lifeline to her family interstate. Support when leaving a relationship is vital.

Without something as simple as phone credit, it can quickly become overwhelming; How do you make appointments? How do you find new accommodation? How do you contact the kid's school? For some, it is easier to just return to the abusive situation. Providing phone credit empowers women who are in difficult circumstances to protect themselves (they can phone for assistance) and to change their futures.

Business Services Manager, Women's Health Centre