Natural disaster
A flood, fire or storm can cut off your phone or internet, or made it hard to pay your bills. Once you’re safe, talk to your provider. If they can’t fix the problem, we may be able to help.
What we can help with
Select your situation for specific advice and steps.
- Learn more about Connection issues
Connection issues
A natural disaster has cut off your phone or internet, or you can’t get reconnected.
- Learn more about Financial difficulty
Financial difficulty
A natural disaster has made it hard to pay your phone or internet bills.
Ready to make a complaint?
10-20 minutes
What we can't do
Provide an emergency service
We’re not an emergency or disaster service, like the ambulance or police. In an emergency, call 000.
Guarantee an outcome
We cannot guarantee specific outcomes as the circumstances of each complaint are different.
Tips for working with your provider
Try saying/asking:
- My service is down. When do you think you can restore it?
- Can you divert my calls or help me with a temporary service?
- The disaster has impacted my income. Can you give me help with my bills?
- Can you keep me connected until I can pay you?
- How to ask for payment flexibility
- Tips for phone and internet consumers experiencing financial hardship
Not making progress? Get us involved
10-20 minutes
How we've helped others
Read more about Sandra was left without a vital phone service after satellite service failures- Natural disaster
Sandra was left without a vital phone service after satellite service failures
When a satellite phone service failed in a remote community prone to flooding, Sandra was left without reliable access to healthcare, emergency services and essential communications.
Read more about Kelly was unable to receive emergency notifications during a bushfire- Natural disaster
Kelly was unable to receive emergency notifications during a bushfire
When bushfires threatened her community, Kelly's mobile service became unreliable, leaving her unable to depend on emergency notifications and essential communications.
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Read more about Sandra was left without a vital phone service after satellite service failures
- Natural disaster
Sandra was left without a vital phone service after satellite service failures
When a satellite phone service failed in a remote community prone to flooding, Sandra was left without reliable access to healthcare, emergency services and essential communications.
-
Read more about Kelly was unable to receive emergency notifications during a bushfire
- Natural disaster
Kelly was unable to receive emergency notifications during a bushfire
When bushfires threatened her community, Kelly's mobile service became unreliable, leaving her unable to depend on emergency notifications and essential communications.