Financial Hardship Policy

Effective Date: 2 Sep 2025

Talk Australia understands that sometimes customers face financial difficulty. This policy explains how we can help you stay connected.

1. What Is Financial Hardship?

Financial hardship means you are willing to pay but cannot meet your financial obligations because of illness, unemployment, natural disaster, or other unexpected events.

2. How to Apply for Assistance

You can request help at any time by:

Phone: 02 8609 6678

Accessible options:

We may ask for supporting information to understand your situation, but we will keep requests reasonable.

3. Support Options Available

Depending on your circumstances, we may offer:

  • Payment extensions or instalment plans.
  • Discounts or fee waivers.
  • Spend controls or usage caps.
  • Service restriction instead of disconnection.
  • Downgrading to a lower-cost plan.

4. Our Commitment

  • We will treat you with respect, fairness, and confidentiality.
  • We will not charge you for applying for hardship assistance.
  • We will not disconnect your service while your application is being reviewed.
  • We aim to respond to hardship requests within 5 working days.

5. Authorised Representatives

You may ask an authorised representative or advocate to apply on your behalf.

6. External Support Services

If you need independent help, you can contact:

7. Escalation

If you are not happy with our decision, you may escalate your complaint to the Telecommunications Industry Ombudsman (TIO).

  • Phone: 1800 062 058
  • Website: https://www.tio.com.au

8. Contact Us

For financial hardship support, contact:

Talk Australia
Phone: 02 8609 6678
Email: [email protected]
Address: Level 5 Nexus Norwest, 4 Columbia Ct, Norwest NSW 2153, Australia

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