what will happen if I don’t pay my bill on time?

We get it – sometimes bills can sneak up on you!

Here’s what you need to know about late payments and how we can help avoid any hassles.

Want to avoid late payment drama?

If you know you might miss a payment, let’s sort it out early! You’ve got options:

• Request a payment extension for up to 7 days through our self-care portal
• Make a manual payment
• Get in touch with our support team to chat about a payment plan

What happens if I miss a payment?

Here’s the process:

1. If your direct debit doesn’t go through, we’ll let you know by SMS and email
2. Our system will try again after 3 days
3. If that doesn’t work, we’ll try again a second time

Still having trouble paying?

If you’re going through a rough patch and need more support:

• See our payment assistant options
• Read our Payment Assistance Policy

What happens if payment isn’t sorted?

We don’t like doing it, but if we can’t get in touch and payment isn’t made, we might need to:

• Add a $22.00 late payment fee if services are restricted
• Temporarily suspend your services (but you’ll still be able to call 000)
• Continue billing while services are suspended
• As a last resort, pass the debt to collections or terminate services

Important to know

• If services are terminated, you might lose your phone numbers
• Billing continues even during suspension
• You’ll need to pay any outstanding amounts to remove suspensions

Remember, we’re mates – if you’re worried about missing a payment, reach out early and let’s figure it out together!