Requesting more time
How to ask for a payment extension
If your bill is due and you need a bit more time, we’re here to help. In many cases, we can offer a short extension or work with you to find another solution.
To request more time:
Call 1800 SPLICE (1800 775 423)
Monday to Friday, 9:30am–12pm and 1pm–5pm (Melbourne time)Email [email protected]
Please contact us before your bill is due. The sooner you reach out, the more options we can offer.
What happens if I miss a payment
Grace periods, disconnection risk, and account holds
If a payment fails, we’ll try again up to three times. If it still doesn’t go through, your account may become overdue.
We allow a 10-business-day grace period from the original due date to sort it out. If it’s still unpaid after that, your service may be restricted or disconnected — but only as a last resort.
If you’re actively working with us on a solution, we may be able to place your account on hold to avoid service disruption.
Support if money is tight
How we can help if you're under financial stress or facing tough circumstances
If you're going through a difficult time, we offer payment support that’s flexible, confidential, and free to access.
You may be eligible if you're finding it hard to pay due to:
Job loss or reduced income
Illness, injury or caring responsibilities
Family or domestic violence
Natural disaster or emergency
A death in the family
Changes in personal or family circumstances
Any other situation affecting your ability to pay
If you're eligible, we may be able to offer:
Payment plans that suit your budget
Temporary account holds
Bill extensions or payment deferrals
Discounts, credits, or waiving part of your bill
Help switching to a more affordable plan
Free payment methods and controls to help manage future bills
These options are tailored to your circumstances and assessed with care by our credit team. You may be asked for more information if you’re a new customer, have a large balance, or need long-term support.
Keeping things confidential
Any support conversation is handled discreetly. Your information is protected under the Privacy Act and the Telecommunications (Financial Hardship) Industry Standard.
If you're not happy with a decision, you can:
Ask us to review it
Lodge a complaint at [email protected]
Or contact the Telecommunications Industry Ombudsman on 1800 062 058
Free financial counselling
If you’d like independent advice, free financial counselling is available through ndh.org.au