Financial hardship

At Vodafone, we’re committed to helping you stay connected. We understand life can change unexpectedly. If you’re having difficulty paying your bill, our team is here to understand your situation and offer tailored support.

Life can take unexpected turns

If you’re having trouble keeping up with your payments, we’re here to help. Applying for financial hardship is free.

Financial difficulties can happen for many reasons, including:

• Illness or injury
• Loss of employment or reduced work hours, low or reduced work hours
• Changes in personal, family or caring responsibilities
• Natural disasters or emergency events
• Unexpected expenses or financial commitments
• Other unforeseen circumstances affecting your ability to pay.

If you’re experiencing domestic or family violence, support is available. Visit our Domestic and Family Support Page or let our team know when you contact us.

How can Vodafone help?

Depending on your situation, assistance may include:

• Payment arrangements
• Applying restrictions on your services
• Moving you to a lower cost plan (subject to your contract)
• Spend controls
• Payment moratorium
• Waiving late payment fees
• Transferring your service to prepaid (subject to your contract)
• Manual payment
• Applying a credit to your account

Every situation is different, so we’ll take the time to understand your needs and work with you to find a suitable solution that helps you stay connected.

How can I get help?

Once you get in touch, we’ll take the time to understand your situation and discuss the support options available.

To contact our team:

Postpaid: 1800 185 289 (Monday to Friday, 9.00am – 5.00pm AEST) or contact us via email at financial.hardship@vodafone.com.au
Prepaid: 1555 or 1300 650 410 (Monday to Friday 8.00am – 8.00pm AEST) or contact us via email at payment.assistance@vodafone.com.au

Once you get in touch, we'll take the time to understand your situation and discuss the support options available.

• If you contact us by phone or LiveChat, we'll discuss your circumstances and, where possible, provide assistance during the conversation. If you agree to the proposed arrangement, we can usually set it up straight away.
• If you contact us by email, we'll assess your application within 5 business days of receiving all required information and advise the outcome, typically within 2 business days of completing the assessment.

If your circumstances change during the term of the arrangement, you must inform us within 14 days of the change in your situation. We will review your arrangement accordingly.

Need more support?

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. If we cannot reach an agreed outcome, you can lodge a complaint.

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.

Additional information