Financial hardship.

At Vodafone, we understand that life can take unexpected turns. If you’re facing financial hardship, we’re here to help.

Support for customers facing long term financial hardship.

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. If your ability to make a payment has been impacted, please let us know. It’s best to apply for financial hardship right away, so we can help you sooner.

If you believe your may be facing financial hardship for a longer period of time, complete a Financial Hardship Application Form and send the form by email to financial.hardship@vodafone.com.au.

Alternatively, you can complete our Financial hardship online form.

To help us assess your application, we’ll need:

  • Your Vodafone account number
  • Contact details
  • Reason for financial hardship
  • Income details
  • Total expenses
 

Sometimes, we may also require supporting documentation. This can include payslips, Centrelink statements, bank statements and medical certificates. If this is the case, we’ll let you know.

Our Financial Assistance team will work with you to determine how we can best assist you. Some of the solutions we offer are:

  • Spend controls
  • Restriction of service
  • Data capped plans
  • Payment arrangements – length depending on your circumstances
  • Payment extensions
  • Waiving of late payment or cancellation fees
  • Bill waivers in exceptional circumstances
 

There’s no charge for making an application or entering into any Financial Hardship Arrangement.

nbn™ Education Assistance

Vodafone is partnering with NBN Co to support low-income family households with school-age children. We’ll provide these households with nbn™ until 30/09/20 - so they can have access to online education at home.

If you’d like to apply for this assistance, head to our nbn™ Education Assistance page.

Where can I get further help?

If you need more assistance, you can call the National Debt Helpline on 1800 007 007 to get free and independent advice from a financial counsellor over the phone. They are available between 9.30am-4.30pm from Monday to Friday. You can also find a financial counsellor in your local area online.

Here are other resources and organisations that you might find useful.

Additonal information.

I want to download the Vodafone Financial Hardship policy.
How can I manage my spend?

The best way to keep track of your plan cost is through My Vodafone. You can use My Vodafone to check your usage, view any extra charges and manage your bills.

We also have Vodafone Alerts which notify you via SMS or email when you’ve used 50%, 85% and 100% of your plan’s data or inclusions.

For more help, check out our support article on managing data usage.

What happens after I apply for financial hardship?

Our Financial Assistance team will be in touch to discuss how they can help you. They may request supporting documentation or additional information about your circumstances.

Do I have to provide all the information you require?

Yes, it’s important that you provide us with all the required information. Otherwise, we’ll be unable to assess your application.

The information you provide must not be false, incomplete or misleading. If this is the case, we may be unable to assess your application. We may also cancel any Financial Hardship Arrangement in the future.

How will my personal information be handled?

Your personal information will be handled in line with the Vodafone Privacy Policy.

Will I still be able to use my service if I apply for financial hardship?

Each application will be assessed on a case-by-case basis. We will work with you to try and keep you connected.

How can I make a complaint about Vodafone?

Your feedback is important to us. If you’re not happy with our products or service, we’d like to know.

To make a complaint, use our online form.

If we’re unable to agree on a resolution, you can contact an external organisation for support and advice, including the:

 

For more information, check out our support article on making a complaint.