Financial hardship

At Vodafone, we understand life can take unexpected turns. If you're facing financial hardship, we're here to help.

It’s free to apply for or enter any financial hardship arrangement. Our customers have the right to apply for short-term or long-term assistance whenever they need.

Our priority is to keep you connected, with disconnection being a measure of last resort.

What is financial hardship?

Financial hardship can happen for many reasons including loss of income, personal or household illness, change in family circumstances, or because of natural disasters.

Vodafone considers financial hardship to be a situation where a customer, not-for-profit organisation, or business* is, or may be, unable to discharge their financial obligations owed to us or is experiencing other financial difficulties, and that customer or organisation considers they can make a payment for their service or discharge their financial obligation to us if an agreed arrangement for financial hardship assistance is implemented by us.

*A business that spends less than $40,000 annually with Vodafone, doesn’t have a genuine and reasonable opportunity to negotiate the terms of the contract and acquires telecommunication product(s) which are not for resale.

What are my options?

Some solutions we offer include:

• Payment arrangements
• Applying restrictions on your services
• Moving you to a lower cost plan (subject to your contract)
• Spend controls
• Payment moratorium
• Waiving late payment fees
• Transferring your service to prepaid (subject to your contract)
• Manual payment
• Applying a credit to your account

How can I get help?

To apply or discuss your situation for postpaid customers, call us on 1800 185 289 Monday to Friday 9am to 5pm AEST or email us on financial.hardship@vodafone.com.au.

For prepaid customers, call us on 1555 or 1300 650 410 Monday to Friday 8am to 8pm AEST or contact us via LiveChat 24/7.

How Long will the assessment take?

• If you apply via phone or LiveChat, we’ll work with you to understand your situation and offer suitable option(s) on the call or chat. If you agree, we’ll set this up immediately.
• If you contact us via email, we’ll complete our assessment within 5 business days of receiving your complete application.

We’ll generally advise you of the outcome of our assessment on the call or chat, or if via email, we’ll contact you within 2 business days after completing our assessment. The arrangement will commence once you’ve indicated your agreement. However, if we determine you’re not eligible, we’ll inform you immediately. You must contact us within 14 days if your circumstances change.

Where can I get further help?

The National Debt Helpline offers professional counsellors who offer free and independent advice.

At Vodafone, we’re committed to providing accessibility for all customers whether that be the way you contact us or the products we develop.

If we can’t reach an agreed outcome, you can lodge a complaint.

If you’d like to seek a review or lodge a complaint, you can contact us.

Alternatively, you can make a complaint or contact the TIO for support and advice.

Additional information