What to say
You don't need to explain everything that's happening in your life.
You can simply say:
"I'm experiencing financial hardship and need help with my bill. I'd like to discuss payment options that I can afford."
How to ask for payment flexibility
If you're finding it hard to pay your phone or internet bill, contact your provider as early as you can. Providers offer financial hardship or payment assistance programs that may help you stay connected and manage your payments in a way that works for your situation.
Before you contact your provider
Think about what you can afford to pay and when. Consider:
Your regular income and expenses
Any recent changes to your circumstances
How much you can realistically pay each week, fortnight or month
Whether you need short-term or longer-term support
Ask about your options
Your provider should consider your situation and work with you to find support that is realistic and appropriate for your situation. Depending on your circumstances, your provider may be able to offer:
More time to pay
A payment plan
Smaller, more manageable repayments
Changes to your service or plan to reduce costs
Other forms of payment assistance
If the first payment option doesn't work for you
It's okay to say so.
A payment arrangement should be affordable and achievable. If you're offered a plan that you don't think you can maintain, let your provider know and ask whether there are other options available.
If your circumstances change
Financial situations can change unexpectedly. If you're struggling to keep up with an agreed payment arrangement, contact your provider as soon as you can. They may be able to review your arrangement and discuss other support options.
If you're not getting help
If you've asked your provider for assistance and haven't been able to resolve the issue directly with them, you can make a complaint to us. We can help with complaints about financial hardship and payment support.
Remember
Many people experience financial difficulty at some point.
Asking for help early can give you more options and may help prevent further debt, service restrictions or disconnection.
Ready to make a complaint?
10-20 minutes
