Need help with payments?
We offer payment assistance to take the pressure off and help keep you connected.
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Payment assistance from Belong
This page has a short summary of our Payment Assistance Policy. Use the link below to see the full policy.
Who can get payment assistance?
If you’re a Belong customer and you’re in a position where you can’t keep up with your regular payments, you can reach out for assistance. You may find you need payment assistance if:
you lose a close family member
you or someone in your household is suffering from a serious illness
you’ve been impacted by domestic or family violence
you’re unemployed
your income has been reduced (or is too low to cover your costs), or
you’ve been affected by a natural disaster.
These are only some of the reasons people might have trouble making payments, and we offer assistance in situations beyond those listed here.
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Support we can offer
All the support we provide is free and tailored to your situation, whether you need short-term relief, or a longer term plan.
Our payment assistance options include:
giving you more time to make a payment
looking into your costs and finding ways to reduce them, like:
changing to a lower speed internet plan
changing to a cheaper mobile plan
removing any plans or add-ons you no longer need, and
setting up a payment plan that works for you.
In some cases, we’ll also consider removing some of the debt on your account, or applying a credit.
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How to apply for payment assistance
Phone
Call us on 1800 979 544 (9am to 5pm, Monday to Friday AEST)
Email
Email our dedicated team at paymentassistance@team.belong.com.au
Chat
Via the Belong app, or the ‘Let’s chat’ box on our support page
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Other financial support
You can also contact the National Debt Helpline (NDH) for help managing your payments. The NDH is a not-for-profit service that provides free financial counselling to help tackle debt, as well as connecting you with other helpful services.
Call 1800 007 007 (9:30am to 4:30pm, Monday to Friday) or head to their website ndh.org.au
Complaints
If you think there’s something wrong with the way we’ve provided financial assistance, please let us know.
Post: Locked Bag 20026, Melbourne VIC 3001
More information on making a complaint
If you’re not happy with the way we handle your complaint, you can get in touch with the Telecommunication Industry Ombudsman (TIO).
Phone: 1800 062 058 (8am-8pm, Monday to Friday AEST)
Calls are free from landlines, standard rates apply from mobiles
Website: tio.com.au/complaints
More about payment assistance
Help for families with school kids
The School Student Broadband Initiative (SSBI) is a government program for families with school kids who don’t have an nbn® connection.
On the program, eligible families can get internet at no cost until December 2025.
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