Financial Hardship is when something happens in your life that may affect your ability to pay for your services for an ongoing period.

Financial hardship can happen for many reasons including loss of income or property, sudden illness or injury, change of family circumstances or as a result of natural disasters such as bushfire, flood, earthquake or drought. It can affect your financial situation for a short while or you may need assistance for longer.

There’s no charge for making an application or entering into any Financial Hardship Arrangement. You can send an email to for assistance. Each application will be assessed on a case-by-case basis. We have a number of trained staff to handle financial hardship requests, these staff members will work with you or your financial counsellor to reach a mutually reasonable financial arrangement.

To assess your application for Financial Hardship assistance, we’ll ask you some questions about your situation and circumstances, and the services you need to stay connected. In some cases where extended Financial Hardship assistance is needed, we may ask you to provide supporting documentation to assist with your application.

Payment options may include assisting you with:

Flexible payment arrangements over a set period of time, extending validity, additional data packs.

You will have 28 days from the date your last payment was due to receive this benefit. During those 28 days, you will be able to receive incoming calls and text messages, but you will not be able to make any outgoing calls (except 911/611 calls) or send any text messages, and you will not be able to use any data during this time. This is our way of keeping you connected until you can pay your outstanding bills. Once service is restored, your next payment date will change to the date that service was restored.

You have 28 days to resume service by paying your outstanding amount in full or your account will be cancelled, and you will lose all funds in your account balance. During this time, we will send you a few free text messages to notify you that your payment is due.

We’re happy to speak with a relative, friend, financial counsellor or an Enduring Power of Attorney, but first we’ll need your authorization. You can request a payment extension from Telsim if you need more time to pay your most recent bill.

If your Financial Hardship will be long term, you may need to provide supporting documentation. This could be information such as: Centrelink documents, Medical information, Proof of employment status / income.

If you’re not happy with the assistance we have provided while you’re experiencing financial difficulty, you can contact us anytime contact us.

We recommend using to explore our attractive offers, make purchases, prepaid plans, adding International Packs and get the service you need from the safety of your home.

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