Who can ask

Any customer who is having trouble paying, or expects to, whatever the reason. Someone you trust can ask for you with your permission. We usually do not need documents; we may ask a few simple questions about what has changed and what you can afford. We never ask for documents if you tell us you are affected by family violence. We keep your request securely for two years, as the law requires.

Help we may be able to offer

We look at each request on its own circumstances, including what has changed and what you can afford, and offer what is realistic and fair for your situation. Not every option suits every situation, and some, like a discount, are only offered in particular circumstances.

1. More time to pay, by moving or extending your payment date
2. A payment plan, such as paying what you owe in smaller amounts
3. Moving to a cheaper plan straight away, with no fee
4. Spend controls: turning off extra text packs so your bill cannot go up
5. Paying each bill yourself when it is due, instead of automatic card payments, at no cost
6. A one-off discount on a bill, where we agree it is appropriate
7. Pausing your plan for a period, with your message archive kept

How long it takes

We assess your request within 5 business days and tell you the outcome within 2 business days after that. If we cannot help, or not in the way you asked, we explain why and tell you about any other options. We confirm any arrangement in writing, and review it within 5 business days if your situation changes.

Our commitments

• No fees for asking for or receiving help.
• No action for the amount owing while we assess your request or while you keep to an agreed arrangement.
• Stopping your service is always a last resort, with at least 10 business days’ written notice.
• We never sell what you owe to a debt collector.

Free financial counselling is available from the National Debt Helpline on 1800 007 007. If you are not happy with how we handled your request, you can make a complaint. If we cannot resolve it, you can contact the Telecommunications Industry Ombudsman (TIO), free and independent, at tio.com.au or on 1800 062 058.

Apply for payment help

Send us a request through our Contact page with Help paying for FenceChat chosen, go to Support in your Dashboard and choose the same option, or email support@fencechat.com. We only reply to the email address you give us, and for your safety nothing on an account is changed from a contact form request.