Struggling to pay your phone or internet bill? Help is available. Your provider should work with you. These simple steps can help you ask for support and stay connected. You’re not alone.
Tell your provider early
Let them know as soon as you think you may have trouble paying. You don’t need to wait until you miss a payment.
Ask about hardship support
Ask your provider to explain what help they can offer.
Say what you can afford
Tell them what you can pay and how often.
Ask for an option that works for you
This could include more time to pay, a payment plan, a cheaper plan, spend controls or waiving some fees.
Ask for a hardship team (if needed)
Ask if there is a specialist team who can help.
You can use simple words. Try saying:
“I’m having trouble paying my bill and need help.”
“My situation has changed and I can’t pay this amount.”
“What support can you offer me?”
“I need a plan that fits what I can afford.”
“Please don’t disconnect my service while we work this out.”
“Can you send the agreement in writing?”
When you ask for help, your provider should:
Offer support
Explain your options clearly.
Make it easy to ask for help
Take your request seriously.
Offer flexible options
Work with what you can afford.
Keep you informed
Give you clear information and a written record.
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You can ask for help without sharing every personal detail.
You can simply say:
If speaking on the phone feels hard, you can use webchat or email instead.
Keeping simple notes can help if you need to follow up later. Also remember to keep copies of texts, emails, bills or letters. Write down:
when you contacted your provider
how you contacted them
who you spoke to
what you asked for
what they said
any agreement you made
Free, confidential help is available.
MoneySmart
An Australian Government service here to help when it comes to making informed choices around money, using free tools, tips and calculators.
Visit moneysmart.gov.au
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