Financial hardship support
Supporting you and keeping you connected
We’re here for you when you need a little help.
Mobile and internet support
As part of our Financial Hardship Policy (PDF, 155KB), we have a range of flexible options to discuss with you if you’re experiencing financial difficulty.
Our team can help you find the right assistance to keep you connected for as long as you need.
For Telstra Upfront Plans, please contact us on 1800 531 951 (8:30am – 7:00pm AEDT) for support options.
For all other plans, if you’re having trouble paying your bills, you can:
- Request a payment extension
- Request a suspension of services, or
- Apply for Australian Government support
One of our team members will assess your needs and tailor the right assistance for you.
Supporting you in many different ways
We are committed to helping you during these difficult times.
Need more time to pay? We understand when you just need a little more time.
Australian Government support
The Australian Government has announced a range of support packages.
- JobSeeker Payment
- Support for eligible Australians looking for work.
Suspend and resume services
Suspend your service
You can request to suspend one or multiple services that you don’t need right now for up to 90 days. You’ll receive a rebate on your monthly bill for the time your service is suspended.
Resume your service
You can resume any of the services that you’ve previously suspended. It can take up to 1-2 business days for the services to start working and you’ll start getting charged again on your next bill from the date your service is resumed.
Electricity and gas hardship support
If you’re experiencing financial hardship, our specially trained team can help find the right assistance for your situation.
Some circumstances that may cause financial hardship include:
- family death
- family illness
- reduced income
- family violence
- natural disaster.
Where to get help
Asking for help can be difficult, but we’re here to provide you with the support you need. Our staff are specially trained to help you. You can reach us at any time by:
- Chatting with us after signing into the My Telstra app.
- Completing our Financial hardship assistance form.
- Calling us on 13 22 00 and saying “help to pay my bill”
- Accessing Financial Counsellor assistance services.
We may need to ask you some questions about your financial situation and what you need from us. If we need any supporting documents we’ll let you know.
For assistance in languages other than English, please call the Telstra Multilingual Service on 1800 241 600 (Monday to Friday 8am-6pm AEST).
Financial assistance options
Telstra Energy provides electricity and gas to residential customers in New South Wales, South Australia, South East Queensland and Victoria.
The electricity and gas hardship assistance offered can vary by state.
The Victorian Financial Hardship Policy (PDF, 182KB) for residential energy customers includes both standard assistance and tailored financial assistance.
The NSW, SA & South East Queensland (PDF, 386KB) for residential energy customers includes a number of options for paying overdue bills and creating flexible payment plans.
Concessions and advice
Federal and state governments also offer concessions and rebates for eligible electricity and gas customers. We will make sure eligible concessions and rebates are applied to your account.
We'll also check you are on the best energy plan we can offer and provide you with some practical energy saving tips.
Financial Counsellor assistance
If you’re experiencing more serious financial difficulties, you may also wish to seek free and independent advice from a community Financial Counsellor.
You can also visit MoneySmart.gov information to find your nearest Financial Counsellor.
Our access for everyone program and community partners
We understand that access to communications is vital. That's why our Access for Everyone programs provide 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 Society 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 or Pre-Paid credit if you have no other way to communicate with others.
Financial hardship FAQs
Need more help?
Send us a message
For more support, message an expert from our Financial Assistance team between 9am-7pm AEDT.
My Telstra app
View your services, pay your bill, troubleshoot tech issues, contact us via messaging and much more.
Find a store
Find your nearest Telstra store or Wi-Fi hotspot.