Payment Assistance Policy

If you're finding it hard to pay your Shift bill — whether it's a one-off squeeze or something longer term — we will work with you to keep you connected. This policy reflects our obligations under the ACMA's Telecommunications (Financial Hardship) Industry Standard.

1. Who can get help

Payment assistance is available to every residential and small-business customer, whatever the reason — illness, job loss, family separation, natural disaster, domestic and family violence, or anything else that affects your ability to pay. Assistance is always free.

2. The options we offer

• Payment plans tailored to what you can actually afford.
• Extra time to pay a bill.
• Moving to a cheaper plan without any change fee.
• Temporarily restricting spend-incurring services (like international calls) so a bill can't grow.
• Waiving late fees, and in some cases part of a debt.
• Placing a service on hold while you get back on your feet.

We will always discuss which options suit your situation — you won't be pushed into one.

3. How to ask for help

• Call 1300 744 388 and say you'd like payment assistance.
• Email [email protected].
• Ask through your customer portal.
• A financial counsellor or authorised representative can contact us on your behalf.

We will assess your request and respond within 5 business days. We only ask for supporting documents where the rules allow it and it is genuinely needed — and never as a way to slow things down.

4. While you're on an arrangement

• We will not disconnect your service, restrict it further, or refer your debt to a collections agency while we are assessing your request or while you are meeting an agreed arrangement.
• We'll confirm any arrangement in writing and check in before it ends.
• If your circumstances change, tell us — arrangements can be adjusted.

5. Free independent help

The National Debt Helpline offers free, independent financial counselling on 1800 007 007 (ndh.org.au). If your situation involves domestic or family violence, our Domestic & Family Violence Support page explains the additional protections we provide, and hardship requests in those circumstances are treated as urgent.

6. If you're not happy with our decision

You can ask for a review, or lodge a complaint under our Complaints Handling Policy — complaints involving financial hardship are treated as urgent. You can also contact the Telecommunications Industry Ombudsman on 1800 062 058.