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For customers experiencing financial hardship

Payment Assistance Application

Pennytel understands that sometimes customers may have difficulty paying their bill. This may be because of short-term circumstances, longer-term financial difficulty, illness, unemployment, family or domestic violence, a death in the family, natural disaster, reduced income, unexpected expenses, or another reason.

You can use this form to ask Pennytel for payment assistance. Payment assistance is free. There is no fee to apply. You can apply if you are:

  • a residential customer;
  • a small business customer;
  • a not-for-profit customer; or
  • an authorised representative, advocate, financial counsellor or support worker helping one of our customers.

You do not need to be overdue to ask for help. You can apply if you are having difficulty paying now, or if you think you may have difficulty paying soon.

We can provide short-term or longer-term payment assistance.

  • Short-term assistance is help for up to 3 billing cycles.
  • Longer-term assistance is help for more than 3 billing cycles.

Depending on your circumstances, payment assistance may include one or more of the following:

  • extra time to pay;
  • a payment plan based on what you can afford;
  • temporarily postponing or deferring payments;
  • moving you to a lower-cost plan;
  • applying spend controls or usage restrictions;
  • restricting non-essential services to help reduce charges;
  • removing non-essential features or add-ons;
  • changing your billing or payment arrangements;
  • reviewing fees, charges or disconnection/reconnection charges;
  • applying a credit or waiver where appropriate;
  • helping you stay connected while we assess your situation.

You do not need to provide evidence if you are asking for short-term assistance. You also do not need to provide evidence if your situation involves family or domestic violence.

While we are discussing payment assistance options with you, or assessing your application, we will not take credit management action on your account unless the rules allow us to do so. If we agree a payment assistance arrangement with you, we will not take credit management action while that arrangement is in place, provided you meet the agreed arrangement or stay in contact with us if your circumstances change.

We will assess your application as soon as practicable and within 5 business days after we receive a complete application. We will tell you the outcome as soon as possible and within 2 business days after completing our assessment.

If you need urgent help to stay connected, please tell us in the form below.

1 Who is completing this form?

Please proceed to section 2. Customer details below.

2 Customer Details

Please provide the details of the customer applying for financial hardship assistance.

Customer type *
3 Safe contact preferences

We want to contact you in a way that is safe and suitable for your circumstances.

What is the safest way to contact you? *
Are there any contact methods we should not use? *
Best time to contact you? *
Is your request urgent because you may lose access to an important service? *
4 Your payment assistance application

You only need to tell us what you are comfortable sharing. You do not need to provide sensitive personal information unless you choose to.

Why are you asking for payment assistance? *

This is optional. Please only include information you are comfortable sharing.

5 How long do you think you need help for?

Short-term assistance is up to 3 billing cycles. Longer-term assistance is more than 3 billing cycles. If you are not sure, that is okay — we will work it out together.

I think I need payment assistance for: *
6 What help would you like from Pennytel?

Please select the options that may help you. You can select more than one.

What help would you like?
Do you currently have payment assistance or a payment arrangement with Pennytel? *
7 What can you afford to pay?

We ask this so we can consider an arrangement that is realistic for you. If you are not sure, just say "not sure" — we will work through it with you.

Can you make a payment now? *
Can you make ongoing payments? *
Would you like payments aligned to when you receive income, wages, pension, benefits or other support payments? (optional)
8 Your service needs

We will take into consideration your circumstances and the importance of keeping you connected.

Do you rely on your Pennytel service for any of the following? *
9 Supporting information

You do not need to provide supporting information unless you are applying for longer-term assistance. You do not need to provide evidence if your situation involves family or domestic violence. Providing supporting information is always optional.

Would you like to upload any supporting documents now? (optional)
Would you prefer to provide supporting information another way? (optional)
10 Anything else we should know?

If there is anything else about your situation, your account, or your circumstances that you would like us to know, please share it here. This is entirely optional.

11 Privacy and consent

The information you provide in this form will be used by Pennytel Pty Ltd to assess and process your payment assistance application, contact you about your application, and administer any payment assistance arrangement we agree with you.

Your information will be handled in accordance with our Privacy Policy. We may share your information with our partners and related bodies corporate where necessary to deliver services to you. We will not use or disclose your information for any other purpose without your consent, unless permitted or required by law.

If you are completing this form on behalf of a customer, you confirm that you have their authority to do so and that they have consented to you providing their information to Pennytel for this purpose.

This form is confidential. Read our Privacy Policy.

What happens next

After you submit

  • We will assess your application within 5 business days.
  • We will tell you the outcome within 2 business days of completing our assessment.
  • We will not take credit management action while your application is being assessed.
Urgent? Call 1300 232 888