How to stop the spiral and take back control
Missing a bill payment can feel like the start of a downward spiral. But here's what most people don't know: you have strong legal protections, and every major company in Australia is required to help you if you ask. You're not going to get cut off tomorrow — there's a process, and it starts with one phone call.
Need to talk to someone? 1800 007 007 — National Debt Helpline, free and confidential.
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We'll show you local numbers, services, and rights specific to your state.
Check off each step as you go. Your progress is saved.
Not all bills are equal. Prioritise in this order: (1) Rent/mortgage — keeps a roof over your head. (2) Energy — has disconnection protections but act fast. (3) Food & medical — non-negotiable essentials. (4) Phone/internet — needed for job searching and staying connected. (5) Credit cards, loans — these have the most flexibility for hardship arrangements. (6) Everything else.
Energy companies have the strongest hardship obligations under Australian law. Call and say 'I need hardship assistance.' They must work with you on a payment arrangement you can afford, and in NSW, QLD, SA, TAS and the ACT they cannot disconnect you while you're on a hardship program and keeping to it (Victoria, WA and the NT run their own equivalent protections). See the energy rights section below.
If you have a mortgage, credit card, or personal loan, call and say 'I'm experiencing financial hardship and I'd like to apply for a hardship variation.' They must respond within 21 days and genuinely consider your request. Options include pausing repayments, reducing amounts, or extending terms.
Phone and internet companies must consider your hardship request and work with you on an arrangement. Ask about payment plans, spend caps, and switching to a cheaper plan with no break fees.
If you hold a Health Care Card or Pensioner Concession Card, you may be eligible for energy concessions worth hundreds per year. Each state also has emergency grant schemes for utility bills. See the grants section below for your state.
Call the National Debt Helpline on 1800 007 007. A financial counsellor can talk through your whole situation, explain your options, and help you work out what to say to your creditors, or refer you to a face-to-face financial counsellor who can negotiate on your behalf. It's free and confidential.
Your rights, who to call, and free services — everything in one place.
Every energy retailer must have an approved hardship program. If you're struggling to pay, ask to join it, and they must consider your request and work with you.
Your retailer must set payment amounts based on your capacity to pay, not just what they want. If you can only afford $30/week, that's what they must work with.
In most states, your energy provider cannot disconnect you while you are on a hardship program and meeting your agreed arrangement. The exact protections depend on where you live, so ask your provider or an ombudsman. Even if you are not on a program, they must follow strict disconnection procedures first.
Disconnection is prohibited during a declared extreme weather event. Protected times also apply year-round: no disconnection before 8am or after 3pm, on Fridays, weekends, public holidays, the day before a public holiday, or during the late-December holiday period. These specific protected times apply in most states (NSW, Queensland, SA, Tasmania, ACT); Victoria, WA and the NT have their own equivalent rules.
If you're in hardship, your retailer should offer information about how to reduce energy usage and may offer a home energy audit at no cost.
You can request to pay your energy bills directly from your Centrelink payments via Centrepay — making budgeting easier.
If your retailer doesn't follow these rules, you can complain to your state's Energy & Water Ombudsman for free. They have the power to order outcomes.
You can apply for a hardship variation on any loan, credit card, car finance, or mortgage. Since June 2025, buy now pay later services like Afterpay and Zip are also covered. Call your lender's hardship team (not general customer service) and tell them you're experiencing financial hardship and would like to discuss your options.
Your lender must respond to your hardship notice within 21 days. If they need more information, they must request it within 21 days, then respond within 21 days of receiving it. NAB was fined $15.5 million in 2025 for failing to respond to 345 hardship customers — this law is enforced.
Your lender can't just rubber-stamp a rejection. They must genuinely assess your situation, consider what you can afford, and offer alternatives. Common options include: reduced repayments, repayment pause (3-6 months), interest rate freeze, fee waivers, or extending the loan term.
If you give your lender a hardship notice, they cannot START court enforcement until they have given you a written decision saying you have not agreed, and 14 days have passed since that notice. They can still send a default notice in the meantime, and can still take mortgaged goods if they reasonably believe you are disposing of them or urgent action is needed to protect them. The protection does not apply if you gave a hardship notice on materially the same basis in the previous four months. Ask them, in writing, to pause collection activity while they assess it.
When you enter a hardship arrangement, a note appears on your credit report — but it cannot be used to calculate your credit score, and it's removed 12 months after the arrangement ends. A default listing, on the other hand, stays for 5 years and seriously damages your ability to borrow. Asking for help early is one of the best ways to avoid a default.
Lenders should consider: extending the loan term, reducing or deferring repayments, pausing interest, waiving fees, or restructuring the debt. In severe cases, partial debt write-off may be offered. Fee waivers and reduced repayments are the most common forms of assistance.
If your lender refuses your hardship request or offers inadequate help, you can lodge a free complaint with the Australian Financial Complaints Authority. AFCA can order the lender to vary your contract, refund fees, reverse interest charges, and award compensation up to $631,500 for direct loss.
If you tell your telco you're in financial hardship, they must assess your situation and work with you on a payment arrangement you can afford.
Your telco must offer you at least six forms of assistance, which must include deferring payment and a payment plan tailored to what you can afford. Other options they may offer include spend controls, usage alerts, barring premium services, or moving you to a cheaper plan.
Your provider must not restrict, suspend or disconnect your service while you are discussing hardship assistance, have an application in, or have an arrangement in place.
You can ask to be moved to a plan that better suits your circumstances — one of the options providers can offer as hardship assistance. Applying for and setting up hardship assistance must be free.
Disconnection must be a last resort, and your provider must give you at least 10 business days' written notice before restricting, suspending or disconnecting — including the reasons, the charges involved, and contacts for the Telecommunications Industry Ombudsman and free financial counselling.
If your telco won't help or disconnects you unfairly, lodge a free complaint with the Telecommunications Industry Ombudsman (TIO). The TIO can order outcomes.
Tap any number to call directly. Tell them you're experiencing financial hardship.
What to say: Ask for the 'Staying Connected' hardship program. They must work with you on a payment arrangement you can afford.
Your right: Under the National Energy Retail Law, AGL must not disconnect you while you're on a hardship plan and meeting your obligations.
What to say: Ask for the 'Power On' hardship program. Request a payment plan, energy audit, and concession check.
Your right: Origin must work with you on payment options, including direct Centrepay billing, and cannot disconnect you while you are keeping to an agreed payment plan (in NSW, QLD, SA, TAS and the ACT). Talking to the hardship team is not itself a protection — get the plan agreed.
What to say: Ask for the 'EnergyAssist' hardship program. They can offer payment plans, debt waivers, and usage reduction support.
Your right: EnergyAustralia must assess your capacity to pay and set affordable repayment amounts.
What to say: Ask for their hardship program. Request a payment plan that matches your income cycle.
Your right: Must work with you on flexible payment options and not disconnect while you're on the hardship program.
What to say: Ask for their hardship assistance. They can reduce payments and set up Centrepay deductions.
Your right: Must work with you on a manageable payment arrangement.
What to say: Ask for 'financial assistance'. They can defer loan repayments, reduce credit card minimums, pause fees, and restructure debt.
Your right: CBA must consider your hardship request and respond, generally within about 21 days.
What to say: Ask for 'financial hardship assistance'. Options include loan deferrals, reduced repayments, and fee waivers.
Your right: Must respond to hardship applications within 21 days and offer genuine alternatives if they decline.
What to say: Ask for 'financial difficulty support'. They can pause repayments, extend loan terms, and waive fees.
Your right: Must respond within 21 days. If they refuse, you can escalate to AFCA for free.
What to say: Ask for 'NAB Assist'. They offer payment pauses, reduced repayments, and restructured loans.
Your right: Must assess your situation and respond, generally within about 21 days.
What to say: Ask for 'financial hardship assistance'. Options vary by product type.
Your right: Must respond to hardship notices within 21 days.
What to say: Ask for 'financial hardship support'. They can defer home loan repayments and adjust personal loan terms.
Your right: Must genuinely consider your hardship request and respond within 21 days.
What to say: Ask for 'financial hardship assistance'. They can offer payment extensions, spend controls, and switching to a cheaper plan with no break fees.
Your right: Telstra must consider your hardship request and work with you on a payment arrangement, and must not disconnect while you're engaging in good faith.
What to say: Ask for 'financial hardship support'. Options include payment plans, spend management tools, and plan downgrades.
Your right: Must consider your hardship request and work with you on a payment arrangement before taking any restriction or disconnection action.
What to say: Ask for 'financial hardship help'. They can set up a payment plan, reduce your plan cost, or apply credits.
Your right: Must work with you on an affordable payment arrangement before disconnection.
What to say: Ask for 'financial hardship assistance'. They can defer payments and adjust plan costs.
Your right: Must consider your hardship request and work with you on a payment arrangement.
These organisations provide free, professional help. Tap any number to call.
See services near you — select your state above to show local services alongside national ones.
Free, independent, and confidential financial counselling. Call to speak to a qualified financial counsellor.
Peak body for financial counsellors — find a financial counsellor near you via their directory
Free financial counselling including budgeting, debt management, and Centrelink appeals
No or low-interest loans for essentials like fridges, washing machines, cars, and education
Free legal advice on banking, insurance, debt, and financial services disputes
Free dispute resolution for complaints about banks, insurers, financial advisers, and superannuation
Free dispute resolution for phone and internet complaints that your provider hasn't resolved
National consumer protection. Report scams, unfair practices, and get information about your consumer rights.
Free supermarket and food rescue. Operates free supermarkets and delivers rescued food.
Food parcels, vouchers, household goods, and financial assistance for urgent needs
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