Assistance from your phone or internet provider

Many providers have extra support available to help their customers through the challenges of COVID-19.

Help paying your bills

If you’re struggling to pay your bills on time, contact your provider to discuss your options. Ask them about their financial hardship policy. They may offer options to help you stay connected such as:

  • extending payment dates
  • making different payment arrangements
  • changing your plan

Data options

You may find your data needs have increased now, especially if you’re working from home. Many providers are offering more data at no extra cost or unlimited calls within Australia and overseas. Check your provider’s website to see what options they have available.

Read more about phone and internet support during COVID-19.

Make a complaint

To make a complaint about your phone or internet service, contact your provider first.

If you’ve already tried your provider, and your issue hasn’t been fixed, you can make a complaint to the Telecommunications Industry Ombudsman.

Find out how to make a complaint to the Telecommunications Industry Ombudsman.

Industry principles to keep people connected

The Government and Australia’s major telecommunications companies have agreed on a set of principles to help Australians stay connected during this challenging time.

These principles will help customers and small businesses (including those eligible for the JobKeeper payment) with financial hardship due to the coronavirus pandemic. Some of the principles include:

  • providing payment plans or hardship agreements if you contact your provider for help
  • not disconnecting you, if you’re under a payment plan or agreement, without your consent
  • delaying referral to a debt collection agency or a credit default listing if you’re under a payment plan or agreement
  • providing options to businesses that have suspended operations and supporting them when they restart
  • prioritising connection and restoration of services for customers who are vulnerable or have no other service available

Get the full details of the principles in the Government and industry joint statement.

Want more?

Find out what to do if you’re struggling to pay your energy bills.

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