Your rights
What telcos must do when you can't pay your bill
Telecommunications Consumer Protections Code (TCP Code) 2024, Telecommunications (Consumer Protection and Service Standards) Act 1999
Phone and internet providers have obligations to help you if you're in financial hardship. They can't just cut you off — there's a process, and you have rights.
This is general information, not financial or legal advice. For help with your specific situation, call the National Debt Helpline on 1800 007 007 (free, confidential).
If you tell your telco you're in financial hardship, they must assess your situation and offer a payment arrangement you can afford.
Your telco must offer tools to help you manage spending — like spend caps, usage alerts, barring of premium services, and plan downgrades.
If you're engaging with your provider about hardship in good faith, they should not restrict or disconnect your service.
You can request to be moved to a cheaper plan without early termination fees if you're in financial hardship.
Before disconnecting your service, your telco must first restrict it (e.g., to incoming calls only) and give you a chance to arrange payment.
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.
A financial counsellor can negotiate with companies on your behalf — for free.