Financial Hardship Policy

We understand that there may be times when paying the bills might be difficult, short or long term. If you are facing financial hardship, we’re here to help you stay connected and work with you to find a sustainable solution. We provide payment plans or other support like spend controls, service restrictions, temporary plan downgrades, individual financial arrangements, and/or waiving late fees, depending on your circumstances. Financial hardship assistance is free of charge.

What do I need to do?

You can arrange a payment plan without any need for financial hardship proof, simply by applying via email at accounts@drimtel.com.au or by chatting with one of our customer support team using live chat or by calling 1300 374 683.

Am I eligible?

Financial hardship refers to a situation where:

you are unable to discharge your financial obligations to us due to circumstances, including:
- personal or household illness;
- unemployment;
- low or insufficient income, including reduced access to income;
- being a victim survivor of domestic or family violence;
- a death in the family;
- a change in personal or family circumstances;
- a natural disaster;
- unexpected events or unforeseen changes that have impacted your income or expenditure; or
- other reasonable causes; and

you consider that you will be able to discharge those obligations if an agreed arrangement for financial hardship assistance is implemented.

If you need support for financial hardship, we will work with you to assess whether you are eligible, and what the most appropriate support might be for your situation.

Alternatively, anyone can set up a payment plan.

What happens if I don’t agree with an assessment?

If you wish to review the outcome of a financial hardship assessment, you can do so via our Complaints Handling Process .

You can make a complaint to us by:

Phoning 1300 374 683
8am to 5pm Monday to Friday (AWST)
9am to 12pm Saturday (AWST)
Emailing accounts@drimtel.com.au
Completing the online complaint form at the bottom of this page
Post at 221 St Georges Terrace, Level 29, Perth, WA, 6000

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.

Finding a financial counsellor

You can talk to a financial counsellor via 1800 007 007 (National Debt Helpline). You can also find the financial counselling service nearest to you by visiting Find a Financial Counsellor - National Debt Helpline.