Financial Hardship Policy

At iiNet, we understand that life can take unexpected turns. If you're facing financial hardship, we're here to help.

It is free to make an application or enter any financial hardship arrangement. Our customers have the right apply for short term or long-term assistance whenever they need.  

Our priority is to keep you connected, with disconnection being a measure of last resort.

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What is financial hardship?

Financial hardship can happen for many reasons including loss of income, personal or household illness, change in family circumstances, or because of natural disasters.

iiNet considers financial hardship to be a situation where a customer, not-for-profit organisation, or business* is, or may be, unable to discharge their financial obligations owed to us or is experiencing other financial difficulties, and that customer or organisation considers they can discharge their financial obligation to us if an agreed arrangement for financial hardship assistance is implemented by us.

*a business that spends less than $40,000 annually with TPG Telecom and doesn’t have a genuine and reasonable opportunity to negotiate the terms of the contract and acquires telecommunication product(s) which are not for resale.

What are my options?

Some solutions we offer customers to stay connected include:

  • Payment arrangements
  • Applying restrictions on your services
  • Moving you to a lower cost contract or plan (subject to your contract)
  • Spend controls
  • Payment moratorium
  • Waiving fees or plan costs
  • Manual payment

How can I get help?

To make an application or for any assistance, please contact us on 13 22 58 (8AM-8PM AET Mon-Fri) or via web form.

We’ll complete our assessment within 5 business days of receiving your application. You can call us to monitor your application on 13 22 58.

Depending on your circumstances, we may or may not require you to provide us with supporting documentation. Your privacy will remain our utmost concern, all information will be kept confidential and in accordance with the Privacy Act 1988 and TPG Telecom’s Privacy Policy.

Communication of financial hardship arrangements

If we agree to a financial hardship arrangement, we’ll contact you within 2 business days of completing our assessment. However, if we determine you are not eligible, we’ll inform you immediately.

You must contact us within 14 days if your circumstances change.

Where can I get further help?

The National Debt Helpline offers professional counsellors who can offer free and independent advice.

At iiNet, we are committed to providing accessibility for all customers whether that be the way you contact us or the products we develop.

We’ll also work with a family member, friend, power of attorney or legal guardian if nominated.  

If we cannot reach an agreed outcome, you can lodge a complaint.

If you’d like to seek a review or lodge a complaint, you can contact us here.    

Alternatively, you can make a complaint or contact the TIO for support and advice.

More information

For more information, please download our Financial Hardship Policy PDF.

If you're having trouble viewing any PDF files, you may need to install Adobe Reader on your computer, tablet or smartphone.

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