Personal
Community & environment When times are tough
We can help you stay connected
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, 103KB).
You can discuss your situation any time of day or night. Simply contact us and say "Financial hardship". 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. You can also refer to the Find a Financial Counsellor map for your closest service.
Staying connected
We recognise that sometimes unforeseen 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: