Help for consumers impacted by natural disasters
How we can help
Staying connected through phone and internet is vital during a natural disaster. Natural disasters can also put you in financial stress that makes it hard or impossible to pay your phone and internet bill.
Once you’re safe, the first step is to talk to your telco about your phone or internet problem. If they can’t fix it or you aren’t satisfied, you can contact us next for help.
Our role is to help you and your telco agree on a fair solution. Most complaints are resolved this way, but we also have the ability to make a decision about what is a fair and reasonable outcome in your situation.
Connection problems
Natural disasters can lead to service outages that affect your ability to access phone and internet services.
Your telco should be able to help you or update you on when connection problems will be fixed. You can also check your telco’s website for network outage information and other updates.
What to do:
- Contact your telco to explain your problem and what help you need.
- If you can’t get the information or help you need, you can make a complaint with us on the phone 1800 046 or 03 8600 8308 or online.
Financial difficulties
If you’re struggling to pay for phone and internet after a natural disaster, assistance may be available.
Contact your telco and let them know. They should offer you a payment plan or extension or other options to support you to pay your phone and internet bill.
What to do:
- Contact your telco for information. Explain your situation and what would help you.
- If you can’t get the information or help you need, you can make a complaint with us on the phone 1800 046 or 03 8600 8308 or online.
Support services
Emergency payments and support
MoneySmart has information on where to get help if you’re in crisis or struggling to make ends meet.
Free financial counselling
MoneySmart has information on where you can get free financial advice and support if you're struggling with bills and debt.
Free emotional support and resources
Beyond Blue has resources to help you with the emotional impact of natural disasters as well as free counselling services you can access by phone or online.