Payment Assistance Program
Our Payment Assistance Program is available free of charge to our residential and eligible small business customers who are experiencing temporary or long-term financial hardship. You have the right to apply for short-term or long-term payment assistance to get help with paying your telecommunications bills.
If you’re experiencing any of the following situations, you may be eligible for payment assistance and other options offered by AGL:
personal or household illness
unemployment
low or insufficient income, including reduced access to income
being a victim/survivor of domestic or family violence
a death in the family
a change in personal or family circumstances
a natural disaster
unexpected events or unforeseen changes that have impacted your income or expenditure
other reasonable causes; and
You consider you will be able to meet your payment obligations if payment assistance is provided.
How we can help
We understand that sometimes you may need additional support, and we're here to help on a case-by-case basis. We're committed to helping you maintain telecommunications access by providing a tailored and sustainable solution that meets your individual circumstances.
Payment support
Our payment options include:
temporarily postponing, extending, or deferring the time for paying a bill
applying a credit to your account
a payment plan which is tailored to meet your ability to pay
discounting a bill charge
adjusting internal threshold limits so that you are not disconnected, and
offering a free non-automatic payment method.
How to apply
Talk to us
Call 131 245 Monday–Friday 8am–6pm (AEST/AEDT only).
You may nominate an authorised person, an advocate or a financial counsellor to speak to us on your behalf.
For language assistance or if you are hearing impaired, call 133 677 and quote 1300 664 358. For interpreter services call 1300 307 245.
Email us
Alternatively, contact us via Email telcocomplaints@agl.com.au and provide the following details:
Name
Account Number
Date of Birth
Contact Number on Account.
For additional help or more details, view our Payment Assistance Policy webpage or consult our Payment Assistance Policy (PDF).
Further assistance
Community financial counselling and support services are available free in Australia. Here are some options:
Call the National Debt Helpline on 1800 007 007 Monday–Friday 9.30am–4.30pm or visit http://ndh.org.au.
Access financial counselling services at moneysmart.gov.au.
Find help from community welfare organisations such as The Salvation Army, Anglicare and St Vincent de Paul Society.
The Telecommunications Industry Ombudsman can also be contacted for support.
Making a complaint
For complaints about our Payment Assistance Program or to have your application reviewed, contact 1800 775 329 or email telcocomplaints@agl.com.au.
We'll try to resolve your issue as quickly as possible in accordance with our AGL Telecommunications Complaints Handling Policy.
If you are not satisfied, you can contact the Telecommunications Industry Ombudsman on 1800 062 058 or via tio.com.au.
Please note you will not be disadvantaged from agreeing to a payment assistance arrangement if you make a complaint.
