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 COVID-19, 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. You can call us on 1800 185 289, from 9am to 5pm AEST, Monday to Friday. Alternately you can send an email to financial.hardship@vodafone.com.au for assistance.
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.
- National Relay Service (1800 555 660)
- Translating and Interpreting Service (131 450)
- 1800 Respect (1800 737 732)
- Kids Helpline (1800 55 1800)
- Lifeline (13 11 14)
- Beyond Blue (1300 224 636)
- Department of Human Services
- MoneySmart
- Gambler’s Help
- Mensline (1300 789 978)
Additional information
Here’s the link to download our policy.
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.
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.
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.
Your personal information will be handled in line with the Vodafone Privacy Policy.
Each application will be assessed on a case-by-case basis. We will work with you to try and keep you connected.
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:
- Telecommunications Industry Ombudsman (TIO): General complaints
- Office of the Australian Information Commissioner (OAIC): Privacy complaints
- Credits and Investments Ombudsman (CIO): Sold debt payment disputes
For more information, check out our support article on making a complaint.