Financial Hardship
Support for customers facing
long term financial hardship
We are here to support you in many different ways

We understand

At Broadband Solutions, we understand that life can take unexpected turns. If you’re facing financial hardship, we’re here to help. Financial hardship can happen for many reasons including loss of income or property, change of family circumstances, sudden illness or injury or as a result of natural disasters such as COVID-19, bushfire, drought, flood or earthquake. It can affect your financial situation or you may simply need assistance.

We're here to help

If your ability to make a payment has been impacted, please contact us to let us know. You can call us on 1300 683 000, from 9am to 5pm AEST, Monday to Friday. Alternately you can send an email to for assistance. There’s no charge for making an application or entering into any Financial Hardship Arrangement. 

Need more assistance?

If you need more assistance, you can call the National Debt Helpline on 1800 007 007 to get free and independent advice from a financial counsellor over the phone. They are available between 9.30am-4.30pm from Monday to Friday. You can also find a financial counsellor in your local area online.

Here are other resources and organisations that you might find useful.

Contact us today

If your ability to make a payment has been impacted, please contact us to let us know. 

Financial Hardship Additional Information

Here is the link to download our financial hardship policy which includes comprehensive information, followed by schedule A, Initial hardship application on page 11 and Schedule B, Summary of Broadband Solutions financial hardship on pages 12-14 of the policy.

Broadband Solutions will be in touch to discuss how we can help you. We may request supporting or additional documentation/information about your circumstances.

Yes, it’s important that you provide us with all the required information. Otherwise, we’ll be unable to assess your application.

The information you provide must not be false, incomplete or misleading. If this is the case, we may be unable to assess your application. We may also cancel any Financial Hardship Arrangement in the future.

Your personal information will be handled in accordance to Broadband Solution’s privacy policy.

Broadband solutions cares about all customers and will work with customers to keep them connected and their services uninterrupted where and if possible. Each application case will be assessed on a case by case basis.

At Broadband Solutions we care about all our customers and value our customer’s feedback so if you are not happy, we would like to know.

To make a complaint, check out our complaints handling section under support.

If we’re unable to agree on a resolution, you can contact an external organisation for support and advice, including the: