At Vodafone, we understand that life can take unexpected turns. If you're facing financial hardship, we're here to help.
It is free to make an application or enter any financial hardship arrangement. Our customers have the right apply for short term or long-term assistance whenever they need.
Our priority is to keep you connected, with disconnection being a measure of last resort.
Financial hardship can happen for many reasons including loss of income, personal or household illness, change in family circumstances, or because of natural disasters.
Vodafone considers financial hardship to be a situation where a customer, not-for-profit organisation, or business* is, or may be, unable to discharge their financial obligations owed to us or is experiencing other financial difficulties, and that customer or organisation considers they can discharge their financial obligation to us if an agreed arrangement for financial hardship assistance is implemented by us.
*A business that spends less than $40,000 annually with Vodafone, doesn’t have a genuine and reasonable opportunity to negotiate the terms of the contract and acquires telecommunication product(s) which are not for resale.
Some solutions we offer customers to stay connected include:
If your mobile handset is impacted by the 3G network closure and you are experiencing financial hardship, please contact us for assistance. A range of financial hardship assistance options are available to help you stay connected, including free or subsidised handsets. You can find further information about the 3G network closure and if your handset is affected on our support page.
To make an application or for any assistance, please contact us on 1800 185 289 from 9am to 5pm AEST Monday to Friday or email us at financial.hardship@vodafone.com.au.
We’ll complete our assessment within 5 business days of receiving your application. You can call or email us using the above contact methods to monitor your application.
Depending on your circumstances, we may or may not require you to provide us with supporting documentation. Your privacy will remain our utmost concern, all information you provide will be kept confidential and in accordance with the Privacy Act 1988 and TPG Telecom’s Privacy Policy.
If we agree to a financial hardship arrangement, we’ll contact you within 2 business days of completing our assessment. However, if we determine you are not eligible, we’ll inform you immediately. You must contact us within 14 days if your circumstances change.
The National Debt Helpline offers professional counsellors who can offer free and independent advice.
At Vodafone, we are committed to providing accessibility for all customers whether that be the way you contact us or the products we develop.
We’ll also work with a family member, friend, power of attorney or legal guardian if nominated.
If you’d like to seek a review or lodge a complaint, you can contact us.
Alternatively, you can make a complaint or contact the TIO for support and advice.
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.