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MATE’s Payment Assistance Policy supports our customers facing financial hardship, ensuring they understand their rights and available assistance. You have the right to apply for both short-term and long-term assistance, free of charge.
If you’re experiencing issues paying your bill due to financial hardship, as defined below (or similar reasons), you can review our Payment Assistance Policy and submit an application: (Click here to view more details)
- you are ill, or you have been ill (recently)
- someone in your household is ill or has been ill
- you are unemployed or have been unemployed
- your income is low
- you don’t have enough income
- your access to income has reduced
- you suffer, or have suffered, domestic violence
- you suffer, or have suffered, family violence
- there has been a death in your family
- there has been a change in your personal circumstances
- there has been a change in your family circumstances
- there is, or has been, a natural disaster
- an unexpected event or unforeseen change has reduced your income
- an unexpected event or unforeseen change has increased your expenditure
- there is some other reasonable cause
The assistance options could include: (Click here to view more details)
- to allow you more time to pay a bill
- to accept a payment plan tailored to your ability to pay
- to put controls on you incurring charges e.g. spend controls
- to put restrictions on your service
- to remove non-essential service features, without any cost penalty to you
- to transfer you to a different product that better suits your circumstances
- to adjust internal threshold limits so that you are not disconnected
If you’re struggling to make payments, we recommend contacting a financial counsellor: (Click here to view more details)
To find and contact a financial counselling service that’s available and suitable for you, visit the Australian Government information page at moneysmart.gov.au/managing-debt/financial-counselling
If you wish to make a complaint on the outcome of a financial hardship assessment, you can do so via our Complaints Handling Process: (Click here to view more details)
You can make a complaint to us by:
- Phoning 13 14 13 8:30am – 7:00pm on Mon-Fri (8:30am – 5:00pm on Sat-Sun) and stating that you wish to make a complaint;
- Emailing [email protected] and stating that you wish to make a complaint;
- Post to 340 Victoria St, Wetherill Park NSW 2164 and stating that you wish to make a complaint.
If you are still not happy with the outcome of your complaint after following our dispute resolution process, you can contact the Telecommunications Industry Ombudsman (TIO) for independent mediation. The TIO can be contacted by calling 1800 062 058 or visiting the TIO website at tio.com.au/making-a-complaint.
Important links
🔗 MATE Payment Assistance Policy (PDF)
Payment Assistance Policy🔗 MATE Financial Hardship Assistance – Application Form (Online version)
🔗 MATE Financial Hardship Assistance – Application Form (PDF version)
