Phone & Internet
Phone & Internet
Problems with your phone, mobile phone or internet provider?
Main ideas
- Are you struggling to pay your bill?
- Been disconnected or threatened with disconnection?
- Did you sign up for things you didn’t really want or ask for?
- Being hassled for money you don’t think you owe?
- Asking for affordable hardship plan that works for you.
Geraldine's Story
Geraldine is an Aboriginal elder with a medical condition. She was getting calls from a phone provider demanding payment for months of bills. They were threatening disconnection. She called us and was advised to contact her provider and get an affordable hardship plan. That enabled Geraldine to stay connected and pay off the debt at an affordable rate.
Are you struggling to pay your bill?
- If you can afford to pay something – contact your provider and ask for a payment plan. Read below about how to ask for a hardship payment plan;
- If you can’t afford anything or you don’t know how much to pay – call us for advice.
Been disconnected or threatened with disconnection?
- If you can’t sort out the problem with your provider, you can complain to…
- The Telecommunications Industry Ombudsman (TIO). It’s free. www.tio.com.au or call 1800 062 058
- Keep making the payments you can afford.
Did you sign up for things you didn’t really want or ask for?
- If you were you signed up for a phone, ipad, smartwatch, laptop and/or plans you didn’t ask for and didn’t want or weren’t able to use,
- Or signed up for those things for someone else…
- We can give you advice about your rights and options
Being hassled for money you don’t think you owe?
If you’re getting a bill asking for something you don’t think you owe:
- Ask the provider for proof of the debt (the contract) and time to sort it out;
- Complain to the provider and, if you can’t sort it out, complaint to the TIO www.tio.com.au or call 1800 062 058
Asking for an affordable hardship plan that works for you
- Work out what you can afford
- Contact your provider and say you are in hardship, discuss your options to keep you connected.
- Only agree to an arrangement you can afford and meets your needs– fortnightly is often better than monthly
- Consider how long you need the payment plan for
- If you have a serious illness or on a pension or experiencing a loss, tell them
- Take notes of who you spoke to and the plan you agreed to
- Ask the provider to send you the agreement in writing.
For more information see our Phone Debt factsheet.
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