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Hardship Request, Suspensions, Disconnections
Hardship Request, Suspensions, Disconnections
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Written by Annive
Updated over a week ago

If you are experiencing difficulties making a payment, please see our Financial Hardship Policy for information about your options and how to speak to someone about your circumstances.

What are the consequences if my service is restricted?

Service restrictions are typically related to spend management tools and do not necessarily indicate that your services are at risk of suspension or disconnection.

You may need to wait until your next billing period begins for the restriction to be removed, or check if your plan is eligible to add data blocks on this article.

What are the consequences if my service is suspended?

Ongoing monthly plan charges will still apply while the service is suspended. You will need to pay all overdue amounts owing before the suspension is removed. This can take up to 1 business day.

Failure to make the payment is likely to lead to your services being disconnected.

What are the consequences if my service is disconnected?

Disconnection means you will lose your username and any email account(s) with us and you will need to reapply for a new service.

You still have to pay all charges incurred before disconnection, including any cancellation fees. Failure to pay may lead to termination of your services agreement and disconnection of other services we supply to you (if any). It will also activate our debt recovery process.

How to make payment

You can pay your bill through online payment. Alternatively, you can contact us on 1300 303 375 or start a conversation with us online by clicking on the chat icon on this page.

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