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

We get it, sometimes bills sneak up on you. Here’s what you need to know if you’re running behind and how we can help you stay on track.

Want to avoid late payment drama?

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

• Request a payment extension for up to 15 days via our self-care portal or phone system
• Make a manual payment if there’s a balance due
• Get in touch with our support team to chat about a payment plan

What happens if I miss a payment?

Here’s how it works:

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

Still having trouble paying?

If you’re doing it tough, we’ve got support in place:

• 📄 Payment assistance options
• 📄 Payment Assistance Policy (PDF)

What happens if payment isn’t sorted?

We don’t like doing it, but if payment still isn’t received and we can’t reach you, we may need to:

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

Important to know

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

Remember, we’re mates. If you’re worried about a missed payment, reach out early and let’s figure it out together.