Struggling to pay your telco bill? How to ask for help and what to expect

Finding it hard to manage your phone or internet bills? Your telco is required to help and there are rules in place to make sure you get the support you need.

What to expect from your telco

Under the Telecommunications (Financial Hardship) Industry Standard 2024, telcos must:

• Keep your services connected while you’re in financial hardship, disconnection should only be a last resort, and
• Assess your request for financial hardship assistance quickly – you should hear back within seven days,

Telcos are also obliged by law to offer you at least six options for assistance when you’re facing financial hardship. The two options they must offer are:

1. Payment extensions
2. Manageable payment plans that you can afford.

Other options for assistance might include:

• Waiving late fees
• Spend controls (to help you manage usage and unexpected charges)
• Referrals to financial counselling services
• Moving you to a plan or service that costs less
• Applying credit to your account or discounting a bill.

How to ask for help

If you’re finding it hard to pay your bills, your telco is obliged to offer help and take your situation seriously.

We recommend contacting your telco as soon as you realise you might have difficulty keeping on top of payments. Be clear that you’re experiencing financial hardship and ask what support options they have available. You don’t need to share every detail but it helps to explain your situation so telcos can adjust the support and any payment plans to suit your needs.

What can you do if your telco doesn’t provide help?

If your telco isn’t providing the support you need, you can contact the TIO for free and independent help. We regularly handle financial hardship complaints involving unclear bills, debt collection, credit file issues, and inflexible payment options.

Whether you’re talking to your telco directly or raising a complaint with us, our Guidance on Financial Hardship can provide more information about your rights and what to expect from your telco.