Payment Assistance

 

Our Commitment


We understand that life’s circumstances can sometimes make it difficult to meet financial obligations. Whether due to a short-term challenge or a long-term situation, we are committed to supporting our customers in financial hardship and helping them stay connected to essential telecommunications services.

This Payment Assistance Policy outlines how we can support you, the assistance available, and how you can apply.

Who is Eligible?

You may be eligible for financial hardship support if you are experiencing difficulty paying your bill due to:

  • Loss of employment or reduced income
  • Serious illness or injury
  • Domestic or family violence
  • A death in the family
  • A natural disaster
  • Unforeseen financial stress
  • Any other reasonable cause impacting your ability to meet financial obligations

If you believe you are experiencing financial hardship, On Q Communications will work with you to determine your eligibility and provide appropriate assistance.

What Assistance is Available?


We offer a range of flexible options to help you manage your payments, including:

  • Payment Extensions – Postponing or extending the due date for your bill.
  • Flexible Payment Plans – Arrangements to make smaller payments over time.
  • Plan Adjustments – Moving to a lower-cost plan or pausing some services temporarily.
  • Fee Waivers – Waiving late fees or reconnection charges where applicable.
  • Account Credits – Applying credits in certain circumstances.
  • Spend Controls – Helping you manage usage to prevent further financial stress.

We will work with you to find a solution that fits your situation.

How to Apply

Applying for assistance is easy and free of charge. You can:

  • Call our Financial Hardship Team at 1300 651 641
  • Email us at [email protected]
  • Have a support person or financial counsellor contact us on your behalf

Once you submit a request, we will assess your situation within 5 business days and contact you within 2 business days of making a decision.

What Happens Next?

If eligible, we will discuss your options and agree on a custom payment assistance plan. You will receive written confirmation of the agreed plan within two business days. If your circumstances change, contact us to update your plan.

Complaints & Dispute Resolution

If you disagree with our assessment or the assistance offered, you can contact us via [email protected] or request a review through our Complaints Handling Process. If the issue remains unresolved, you can escalate it to the Telecommunications Industry Ombudsman (TIO) by calling 1800 062 058 or visiting tio.com.au/complaints.

Additional Support

For independent financial counselling, you can contact the National Debt Helpline at 1800 007 007 or visit ndh.org.au for further assistance.

Keeping You Connected

Our goal is to help you stay connected, and we will only suspend or disconnect services as a last resort if no reasonable solution is available. If you need assistance, don’t wait—contact us today.

Policy Updates

This Policy may change from time to time and is available on our website.