New standards in the telecommunications industry have been introduced that should help people experiencing financial hardship to pay their bills.

Rules are now in effect requiring telcos to give customers a variety of options with paying their phone and internet bills, and to provide clear payment assistance policies on their websites.  

The priority is to keep people connected to their service, ensuring they are supported to manage bill payments during difficult times. 

It’s welcome news for many of the people that Society members assist, and for the 2.4 million Australians who had concerns about paying their telco bills in 2023.  

Now, as cost-of-living pressures increase, telcos must respond by offering to postpone, extend, or defer the due date of a bill, or provide a payment plan tailored to a person’s circumstance.  

They may also offer to waive all or part of a bill, discount it, transfer the person to a product that better suits their needs and budget, or put spend controls on the person’s plan. 

Members are urged to contact their telco as early as possible and seek support if they, or people they assist, are experiencing financial hardship due to illness, unemployment, low income, domestic violence, a death in the family, natural disasters, and other reasonable causes.  

This practical form of assistance from telcos shows a positive shift toward compassion and comes at a time where people need to stay connected more than ever.