How to get help, and what happens when we can’t process payments
Please get in touch
If you’re having trouble paying your bills, the most important thing to know is that there are ways we can help. Our Payment Assistance Policy has all the information on what support we offer, and how to access it. If you need help with payments, it’s important that you get in touch with us as early as possible to discuss the options on offer.
If we can’t process your payment
Before you read on, keep in mind this is only what happens if we don't hear from you, or if you don’t make the agreed payments while on a payment assistance plan. If we’re in the process of setting up or discussing payment assistance for you, or you’re currently receiving payment assistance (and making your agreed payments), the steps below won’t apply.
On your usual payment day
We’ll try to process your payment as normal. If we can’t, we’ll get in touch to let you know.
On day 1
We’ll get in touch to let you know we couldn’t process your payment. If we don’t receive a manual payment from you, we’ll try to process your payment again within the next couple of days.
On day 5
We’ll get in touch to let you know your payment’s overdue and your account may be suspended. We’ll always give at least 5 working days’ notice before suspending your service.
On day 6
We’ll try to process your payment again.
On day 15
We’ll send another reminder that your payment’s overdue and your account may be suspended.
On day 25
We’ll suspend your service and get in touch to let you know. What happens during suspension depends on your service type.
For mobile services, suspension means you'll lose your data bank, and you won’t be able to make/receive calls (except to 000 and 112), or send/receive text messages. If you’ve got an International Roaming pack, it will be disabled. We won’t send new invoices on future billing dates.
For internet services, suspension means your access will be limited to belong.com.au, as well as major banking websites. In 2024, we’re moving internet customers to a new system which will affect how invoicing works during suspension:
New system (accounts starting with 200): we won’t send new invoices.
Old system (all other accounts): we’ll send invoices as normal.
All accounts will eventually migrate to the new system, starting in 2024.
On day 35
We’ll get in touch to let you know we’re preparing to disconnect your service. We’ll always give at least 5 working days’ notice before disconnecting a service.
On day 55
We’ll disconnect your service. If you need to see past bills, you’ll still have access to them via My Account (under ‘Your cancelled services’).
Resuming your service
If you pay your bill, we’ll send a payment confirmation and you’ll stop getting these reminders. If your service was suspended, you should get full access back within 2-3 hours. If your service was suspended, you won’t get your data bank back.