Can my phone or internet provider ask me to prove hardship?

For short-term help (up to 3 billing cycles), your provider can't ask you to prove you're in hardship. This applies in every state. For longer-term help, it may ask for information to show hardship. It can only ask if the debt is over a set amount, you joined under 2 months ago, or it reasonably believes fraud is possible. It must ask only if strictly necessary. If family violence may be involved, it can't ask you to prove hardship either. The only exception is longer-term help. Even then, it can ask only if one of those three things applies, and only if strictly necessary. Its hardship policy must say that you don't have to provide evidence for short-term help or if you're affected by family violence. When it asks for information to show hardship, it can never ask for anything irrelevant to your application or unreasonably hard to provide. It can still ask about your situation to work out which option fits.

All creditors

Phone and internet

For short-term help, up to 3 billing cycles, your provider can't ask you to prove hardship. It can still ask about your situation to work out which option fits.

All of Australia. Checked 7 October 2026

At a glance

Documents to start: None for short-term help; longer help only in some cases
How to ask: Any contact method it offers
Their time to decide: 5 business days after you've sent everything, then 2 days to tell you
If they say no: The provider, then the TIO, the free phone and internet ombudsman

What to say

You can say

Ask for the financial hardship team, not general billing or collections.

“I'm in financial hardship and I'd like short-term help under your financial hardship policy.”

Find your provider's hardship line and a letter

1.What you can ask for

You can ask for short-term help (up to 3 billing cycles) or longer-term help with what you owe. The telco hardship standard applies to phone and internet providers in every state.Law
The provider must have at least 6 kinds of help available, including more time to pay and a payment plan. It must tailor the help to your situation and what you can afford.
Applying for hardship help, and having an arrangement, is free. The provider can't charge you for it.
If someone else can see the account or the emails about it, you can tell the provider and ask how it can contact you safely.

2.What they can ask you

For short-term help (up to 3 billing cycles), your provider can't ask you to prove you're in hardship. This applies in every state.Law
For longer-term help, it may ask for information to show hardship. It can only ask if the debt is over a set amount, you joined under 2 months ago, or it reasonably believes fraud is possible. It must ask only if strictly necessary.
If family violence may be involved, it can't ask you to prove hardship either. The only exception is longer-term help. Even then, it can ask only if one of those three things applies, and only if strictly necessary.
Its hardship policy must say that you don't have to provide evidence for short-term help or if you're affected by family violence.
When it asks for information to show hardship, it can never ask for anything irrelevant to your application or unreasonably hard to provide. It can still ask about your situation to work out which option fits.
If the provider asks for information to show hardship, the standard says it must give you a contact person or contact point to discuss the request.
It must give you ways to send it: email, its website (or its app, if it uses one), and a physical address, including a store if it has one. If you have a disability or other needs, it must offer another way that suits you.
It must tell you it will ask only for what's strictly necessary, and keep it only as long as the assessment needs.
It must tell you how you can show documents to authorised staff so they can see them, and how your information will be used and kept. It must also tell you it may not be able to finish the assessment without it.
It must give you all this in writing, or in another form that suits you, and give you enough time to find what it asks for.

If they ask for more

You could say

“Can you tell me what you need this information for? And can you send that request to me in writing, please?”

Ask for it in writing only to an email or address that no one else can see.

If they push for more than you can pay

You could say

“I can't agree to an amount I can't keep up. I'd like to talk to a financial counsellor and come back to you. Please put your offer in writing.”

It helps to offer only what you can keep up after rent, energy and food. You don't have to agree to an amount on the first call.

3.While they decide

The provider must tell you how long it expects the assessment to take. It assesses a complete application within 5 business days, then tells you the outcome within 2 business days.
Once you agree an arrangement, it sends you the details in writing within 2 business days.
If your situation changes, tell the provider within 14 days. It must review the arrangement within 5 business days of you telling it.
For a customer in hardship, it must give at least 10 business days' written notice before restricting, suspending or disconnecting a service.
While you're discussing options or have applied, the provider must not restrict, suspend or disconnect your service. It also must not take other steps to collect the debt, or sell it.
Ask whether you need to keep paying and whether they'll pause a direct debit while they decide.

4.If they say no

If it says no, ask for the reasons in writing. The standard says it must tell you straight away if you aren't eligible.
If you can't sort it out with the provider, you can complain to the Telecommunications Industry Ombudsman (TIO). It's free.

Who can help

TIO, the free phone and internet ombudsman
1800 062 058
National Debt Helpline
Mon–Fri 9:30am–4:30pm phone, 9am–8pm live chat
1800 007 007 Live chat

Free financial counsellors at the National Debt Helpline explain options and coach you on what to say.
Outside the helpline's hours, if your email is private, you can email the creditor the words from ‘You can say’. You can also use its online form if it has one.

If it stays unpaid

The provider may restrict, suspend or disconnect the service. For someone in hardship, suspension or disconnection is only a last resort, and it must give written notice at least 10 business days before acting.

If you're not safe

You're in danger right now: Call 000
It isn't safe to call your creditors, or someone else controls the account, your money or your phone: Call 1800RESPECT first1800 737 732
Counselling for family violence, including financial abuse. Free and confidential, 24/7.

Exit leaves this page fast. It won't clear your browser history. Esc twice does the same.

When a full statement helps

A full statement helps if you're asking for longer-term help or for part of a debt to be waived.
A free financial counsellor can help you write down your income, spending and debts.

Find a financial counsellor

Sources

Where a fact has a tag, it says what backs it. The tags mean:

Law: Applies to every creditor of that type.
Industry code: The firms that signed it must follow it.
Regulator's guideline: What the regulator requires or expects.
Guidance: What's expected, not law.
Their own policy: What they say they do.

Law. Telecommunications (Financial Hardship) Industry Standard 2024 (F2024L00133), From 29 Mar 2024; no amendments at 6 Oct 2026. s10(a) apply through any contact method the provider ordinarily offers; s11(d) policy statement on evidence; s16(2), (3), (6) evidence limits and family-violence exception; s16(4)–(5), (7) contact point, ways to send, strictly necessary, retention, sighting, use, may not complete, in writing, sufficient time; s17 assessment timing and (d) immediate advice if ineligible; s18(1) at least 6 options incl. deferral and tailored payment plan; s20 written arrangement within 2 business days, 14-day change notice; s21 no charge; s22 review; s24(1), (5) no credit management action while discussing or applied, last resort and 10 business days' notice; s25 no debt sale; definitions of credit management action, short and long term assistance.

Checked 7 October 2026.

Someone else you owe?

This is general information, not financial or legal advice. A creditor's own policy can be more generous than the rules here.

1.What you can ask for

You can ask for short-term help (up to 3 billing cycles) or longer-term help with what you owe. The telco hardship standard applies to phone and internet providers in every state.Law
The provider must have at least 6 kinds of help available, including more time to pay and a payment plan. It must tailor the help to your situation and what you can afford.
Applying for hardship help, and having an arrangement, is free. The provider can't charge you for it.
If someone else can see the account or the emails about it, you can tell the provider and ask how it can contact you safely.

2.What they can ask you

For short-term help (up to 3 billing cycles), your provider can't ask you to prove you're in hardship. This applies in every state.Law
For longer-term help, it may ask for information to show hardship. It can only ask if the debt is over a set amount, you joined under 2 months ago, or it reasonably believes fraud is possible. It must ask only if strictly necessary.
If family violence may be involved, it can't ask you to prove hardship either. The only exception is longer-term help. Even then, it can ask only if one of those three things applies, and only if strictly necessary.
Its hardship policy must say that you don't have to provide evidence for short-term help or if you're affected by family violence.
When it asks for information to show hardship, it can never ask for anything irrelevant to your application or unreasonably hard to provide. It can still ask about your situation to work out which option fits.
If the provider asks for information to show hardship, the standard says it must give you a contact person or contact point to discuss the request.
It must give you ways to send it: email, its website (or its app, if it uses one), and a physical address, including a store if it has one. If you have a disability or other needs, it must offer another way that suits you.
It must tell you it will ask only for what's strictly necessary, and keep it only as long as the assessment needs.
It must tell you how you can show documents to authorised staff so they can see them, and how your information will be used and kept. It must also tell you it may not be able to finish the assessment without it.
It must give you all this in writing, or in another form that suits you, and give you enough time to find what it asks for.

If they ask for more

You could say

“Can you tell me what you need this information for? And can you send that request to me in writing, please?”

Ask for it in writing only to an email or address that no one else can see.

If they push for more than you can pay

You could say

“I can't agree to an amount I can't keep up. I'd like to talk to a financial counsellor and come back to you. Please put your offer in writing.”

It helps to offer only what you can keep up after rent, energy and food. You don't have to agree to an amount on the first call.

3.While they decide

The provider must tell you how long it expects the assessment to take. It assesses a complete application within 5 business days, then tells you the outcome within 2 business days.
Once you agree an arrangement, it sends you the details in writing within 2 business days.
If your situation changes, tell the provider within 14 days. It must review the arrangement within 5 business days of you telling it.
For a customer in hardship, it must give at least 10 business days' written notice before restricting, suspending or disconnecting a service.
While you're discussing options or have applied, the provider must not restrict, suspend or disconnect your service. It also must not take other steps to collect the debt, or sell it.
Ask whether you need to keep paying and whether they'll pause a direct debit while they decide.

4.If they say no

If it says no, ask for the reasons in writing. The standard says it must tell you straight away if you aren't eligible.
If you can't sort it out with the provider, you can complain to the Telecommunications Industry Ombudsman (TIO). It's free.

Who can help

TIO, the free phone and internet ombudsman
1800 062 058
National Debt Helpline
Mon–Fri 9:30am–4:30pm phone, 9am–8pm live chat
1800 007 007 Live chat

Free financial counsellors at the National Debt Helpline explain options and coach you on what to say.
Outside the helpline's hours, if your email is private, you can email the creditor the words from ‘You can say’. You can also use its online form if it has one.

If you're not safe

You're in danger right now

Call 000

It isn't safe to call your creditors, or someone else controls the account, your money or your phone

Call 1800RESPECT first1800 737 732

Counselling for family violence, including financial abuse. Free and confidential, 24/7.

Exit leaves this page fast. It won't clear your browser history. Esc twice does the same.

Sources

Where a fact has a tag, it says what backs it. The tags mean:

Law: Applies to every creditor of that type.
Industry code: The firms that signed it must follow it.
Regulator's guideline: What the regulator requires or expects.
Guidance: What's expected, not law.
Their own policy: What they say they do.

Law. Telecommunications (Financial Hardship) Industry Standard 2024 (F2024L00133), From 29 Mar 2024; no amendments at 6 Oct 2026. s10(a) apply through any contact method the provider ordinarily offers; s11(d) policy statement on evidence; s16(2), (3), (6) evidence limits and family-violence exception; s16(4)–(5), (7) contact point, ways to send, strictly necessary, retention, sighting, use, may not complete, in writing, sufficient time; s17 assessment timing and (d) immediate advice if ineligible; s18(1) at least 6 options incl. deferral and tailored payment plan; s20 written arrangement within 2 business days, 14-day change notice; s21 no charge; s22 review; s24(1), (5) no credit management action while discussing or applied, last resort and 10 business days' notice; s25 no debt sale; definitions of credit management action, short and long term assistance.

Checked 7 October 2026.