Payment Assistance Summary

If you are struggling to keep up your payments due to:

  • Personal or household illness
  • Unemployment
  • Low or reduced income
  • Domestic or family violence
  • Bereavement
  • Change in circumstances
  • Impacted by disaster
  • Unexpected events
  • Other reasonable causes

Then you have the right to apply for short or long term financial assistance, free of charge in the form of actions including:

  • Temporary postponing, extending or deferring bill payment
  • Establishing a payment plan
  • Bill discounts, credits or waivers
  • Spending controls, restrictions or threshold adjustments
  • Moving to more appropriate products or removing non essential features to better match your needs

Our goal is to keep you connected.

Please contact us by calling 1300 726 310 if you would like to discuss any Financial Hardship matters with us. You can do so from 8am to 7pm Monday to Fridays or 9am to 5pm Saturdays.

Complaints

Telcoplus

Please contact Telcoplus on 1300 726 310 if you are dissatisfied with your application for payment assistance.

Telecommunications Industry Ombudsman (TIO)

If you are not happy with the outcome of your application for payment assistance or the proposed resolution of a complaint you have made you can contact the TIO.

You can raise a TIO complaint or find out more information on the TIO website tio.com.au/complaints or call 1800 062 058 (Monday – Friday, 8.00am – 8.00pm AEST).

Note: Making a complaint referred to Telcoplus or the TIO does not prevent the customer from agreeing to an arrangement for financial hardship assistance.

Finding a financial counsellor

You can talk to a phone financial counsellor or a consumer advocate who deals with financial difficulty matters from anywhere in Australia by ringing the National Debt Hotline on 1800 007 007 (minimum opening hours are 9.30 am – 4.30 pm Monday to Friday). This number will automatically switch through to the service in the State or Territory closest to you.

Alternatively, you can find the financial counselling service nearest to you by visiting ndh.org.au

Other assistance

MoneySmart moneysmart.gov.au
Department of Human Services humanservices.gov.au
1800 Respect 1800respect.org.au

Phone: 1800 737 732
Woman Resource Information and Support Centre (WRISC)
Aboriginal Family Violence Program		 wrisc.org.au/aboriginal-family-violence-program

Phone: (03) 5333 3666
MensLine Australia mensline.org.au

Phone: 1300 789 978
Telecommunications Industry Ombudsman (TIO) tio.com.au

Phone: 1800 062 058
The National Relay Service (NRS) accesshub.gov.au/about-the-nrs
The Translating and Interpreting Service (TIS National) tisnational.gov.au
Accessible Telecoms developed by the Australian Communications
Consumer Action Network (ACCAN)		 accessibletelecoms.org.au

For full details please refer to the Telcoplus Financial Hardship Policy.

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