Financial Hardship Policy

You’re experiencing financial hardship if you want to pay for your service but currently can’t, or can only pay with difficulty. Common causes include losing a job, illness or injury, family breakdown, family and domestic violence, natural disaster, a death in the family, or simply a reduced income. It can be short-term or long-term — both are covered, and you don’t need to be behind on a bill to ask for help.

We will always offer at least one option, and usually several. They include:

• A payment plan — spreading what you owe over instalments you can actually afford, alongside (or instead of) your usual monthly charge.
• Moving to a cheaper plan — at no cost and with no penalty. Our most affordable plan is The Budgie (25/10 Mbps) at $69/month, and you can move back up later just as freely.
• Deferring a payment — pushing a bill back while you get sorted.
• Waiving late fees or part of a debt— in cases where that’s the fair thing to do.

Whatever we agree on will be put in writing, and we’ll check it’s actually sustainable for you rather than just convenient for us.

Contact us and say you’re having trouble paying — the words “financial hardship” will get you straight to the right people, but any words will do:

• Phone: 1300 425 240 (8am–8pm AEST, 7 days)
• Email: help@galah.example

We’ll assess your application within 5 working days. We may ask for a little evidence (for example, a Centrelink statement or a letter from a financial counsellor) but only where it’s genuinely needed, and we’ll keep whatever you share confidential. A financial counsellor or other representative can apply on your behalf with your authority.

• We will not disconnect, suspend or restrictyour service while your hardship application is being assessed, or while you’re keeping to an agreed arrangement.
• We will not refer your debt to a collection agency, or charge late fees, during that time.
• Disconnection is always our last resort, used only after every other option has failed and with prior notice.
• We’ll keep the arrangement under review and adjust it if your circumstances change — just tell us.

Financial counsellors offer free, independent and confidential advice. The National Debt Helpline is on 1800 007 007 (9:30am–4:30pm weekdays) or at ndh.org.au. You don’t need our permission to talk to them, and an arrangement they propose on your behalf gets the same consideration as one you propose yourself.

You can challenge a hardship decision through our Complaints Handling Process. Complaints involving financial hardship are treated as urgent and resolved within 2 working days. If we still can’t agree, the Telecommunications Industry Ombudsman (1800 062 058) can review the matter for free.