Payment assistance - Internet and mobile

What is the Payment Assistance Program?

We understand that there are times where it’s difficult to pay bills because of unexpected or challenging circumstances.

We’re here to work with you to find a solution that keeps you connected to your internet and phone services. 

Options we may be able to help with, based on your situation are:

• payment extensions

• spend controls

• service restrictions

• temporary plan changes

• tailored financial arrangements

• waiving late fees.

Our financial hardship support is free and designed to help you stay connected. 

Who is eligible?

You may be eligible for payment assistance and other options offered by AGL if you're unable to discharge your financial obligations to us because of any of the following situations: 

• personal or household illness 

• unemployment 

• low or insufficient income, including reduced access to income 

• being a victim survivor of domestic or family violence 

• a death in the family 

• a change in personal or family circumstances 

• a natural disaster 

• unexpected events or unforeseen changes that have impacted your income or expenditure

• other reasonable causes; and 

You consider that you will be able to discharge those obligations if an agreed arrangement for financial hardship assistance is implemented. 

How we can help

If you need support for financial hardship, we’ll assess your eligibility and what the best support might be for your situation.

If you signed up after 1 July or you’ve been transferred to the new telco experience¹

We offer a range of options to help you stay connected, including:  

• spend controls  
• service restrictions
• temporary plan downgrades (at no cost). 

We can also support you with flexible financial arrangements, such as: 

• temporarily postponing or deferring payments (outside of payment extensions) 
• agreeing on an alternative arrangement, plan or contract, including discussing pre-paid services  
• waiving of late fees.   

If you signed up before 1 July and have not been transferred to the new telco experience¹

Our support options include:

• temporarily postponing, extending, or deferring the time for paying a bill
• applying a credit to your account
• a payment plan which is tailored to meet your ability to pay
• discounting a bill charge
• adjusting internal threshold limits so that you are not disconnected, and
• offering a free non-automatic payment method.

How to apply

Talk to us

Call 131 245 between 8am and midnight (AEST/AEDT), Monday to Sunday.

If you’re d/Deaf, hard of hearing, or have difficulty speaking on the phone: The National Relay Service can help. Call 133 677 and quote 131 245.

For interpreter services: Call 13 14 50.

Email us

Alternatively, you can email telcocredit@telecommunications.agl.com.au with the following details: 

• Name 
• Account Number 
• Date of Birth 
• Contact Number on Account. 

For additional help or more details, view our Payment Assistance Policy webpage or consult our:

• Payment Assistance Policy (PDF)
• Payment Assistance Policy - new telco experience (PDF).

Request a payment extension online

You can request a payment extension in My Account or the AGL app:

1. Go to the Overview tab.    
2. Scroll to ‘My Internet and Mobile’ and select View my services.    
3. Select My Telco Account (the person icon in the top right) 
4. Scroll to ‘Payment method’ and select Request a payment extension. Then follow the prompts.

Further assistance

Community financial counselling and support services are available free in Australia. Here are some options:

• Call the National Debt Helpline on 1800 007 007 Monday–Friday 9.30am–4.30pm or visit http://ndh.org.au.

• Access financial counselling services at moneysmart.gov.au.

• Find help from community welfare organisations such as The Salvation Army, Anglicare and St Vincent de Paul Society.

The Telecommunications Industry Ombudsman can also be contacted for support.

If you don’t agree with an assessment

If you’d like a review of the outcome of a payment assistance assessment, we’ll try to resolve your issue in accordance with our:

• Complaints Handling Policy (PDF).
• Complaints Handling Policy - new telco experience (PDF)

To make a complaint, you can email telcocomplaints@agl.com.au.

Or you can call us:

• If you signed up after 1 July or you’ve been transferred to the new telco experience¹: Call 131 245
• If you signed up before 1 July and have not been transferred to the new telco experience¹: 1800 775 329

If you're not satisfied with the outcome of your complaint after completing our dispute resolution process, you can contact the Telecommunications Industry Ombudsman for independent mediation by calling 1800 062 058 or emailing tio.com.au.