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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.

Payment Assistance Policy (PDF | 308KB)

Payment Assistance Summary Policy (PDF | 154KB)

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.

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.

If you need to replace your current device, our 3G closure page also has advice on where to buy a low-cost phone.

How to apply for payment assistance

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.

Phone:

Email:

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 AEDT)
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. 

More about the School Student Broadband Initiative