What telcos must do when you can't pay your bill
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 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.
A financial counsellor can negotiate with companies on your behalf — for free.