Back to list

Avoid Phone Disconnection

If you don't pay your home phone bill, your telephone service can be disconnected. Below are some options to try and avoid this happening.

Better Place Australia free financial counselling

Better Place Australia free financial counselling and mediation services are available to people who have money troubles and live in one of the many government funded areas across Victoria. First step is to enquire online or request an appointment.

For more real stories about people with financial troubles and how Better Place Australia financial counsellors mediated for them, go to the Financial First Aid home page and scroll down to Real Stories.

Options for Help

  • Ask your phone company for Hardship Assistance.

    The phone provider may allow a bill extension, instalment payment plan or a cost reduction on your service.

  • Can the Ombudsman help?

    If your bill is in dispute or you are not granted Hardship assistance, you could lodge a complaint with the Telecommunications Industry Ombudsman (TIO). Your phone can’t be disconnected while the TIO is investigating your case.

Warning

  • If disconnected, fees may be charged for re-connection

    Re-connection fees may be waived in cases of financial hardship.

Related Factsheets

Show all Factsheets

Key Contacts

Telecommunications Industry Ombudsman
Website: https://www.tio.com.au/
Phone: 1800 062 058

Telstra
Website: https://www.telstra.com.au/aboutus/community-environment/community-programs/access-for-everyone/products-solutions#azlist_incontact
Phone: 13 22 00

Related Issues

Support from real people

Call us on
1800 639 523
for urgent help