Financial hardship support

Financial Hardship is when something happens in your life that may affect your ability to pay for your services for an ongoing period. 

Everyone has unique circumstances, so we will work with you to find a solution on a case-by-case basis. 

Examples of circumstances that may cause Financial Hardship:

• Unemployment
• sudden illness  
• a death in the family
• domestic violence
• natural disaster (fire, flood, drought etc)

To assess your application for Financial Hardship assistance, we’ll ask you some questions about your situation and circumstances, and the services you need to stay connected.  In some cases where extended Financial Hardship assistance is needed, we may ask you to provide supporting documentation to assist with your application.

Telstra may offer help in two ways – with payment arrangements and/or service options.

Payment options may include assisting you with:

• Flexible payment arrangements over a set period of time, 
• Waive late payment fees, 
• Waive service cancellation fees / early termination charges,
• Telstra Bill assistance.

Telstra may also offer options for your services such as:

• InContact: Restricting your services to allow only incoming calls and/or restricting outgoing call types.
• Transfer your mobile services to Pre-Paid.
• Transfer to a different plan that includes data shaping and/or spend capping.

We will help you to find a sustainable solution that allows you to stay connected and manage your bills.

You can request a Payment Extension from Telstra if you need more time to pay your most recent bill.

We’re happy to speak with a relative, friend, financial counsellor or an Enduring Power of Attorney, but first we’ll need your authorisation.

If you need more help or someone to speak to, there are services available to you – you’re not alone.

There are online resources such as MoneySmart – a website by the Australian Government and ASIC with calculators and tips to help you make financial decisions.

Free community counselling and support services through the National Debt Helpline are available. They also offer information via their website and free financial counselling on 1800 007 007.

Participating community agencies may assist with a Telstra Calling Card or Telstra Bill Assistance Certificate:

• Participating community agencies include Anglicare Australia, St Vincent de Paul Society, The Salvation Army and others.
• Telstra does not issue these cards or certificates – you will need to contact a participating agency directly to check your eligibility.

If your Financial Hardship will be long term, you may need to provide supporting documentation.  This could be information such as:

• Centrelink documents
• Medical information
• Proof of employment status / income

If any supporting documentation is required, our specialists will let you know.

When a suitable Financial Hardship arrangement is agreed, further credit action is suspended for the relevant period.

If you’re not happy with the assistance we have provided while you’re experiencing financial difficulty, you can call us anytime on 1800 531 951 and say “Complaint” or visit us at Telstra.com/complaints.