Need help with payments?
Need help with payments?

Need help with payments?

We understand that life doesn't always go to plan. Find out how our payment assistance can help you take the pressure off and help you stay connected.

See how we can help

Payment Assistance Policies

For a small summary, you can read the Payment Assistance Summary (PDF | 173KB)
Or you can read the full Payment Assistance Policy (PDF | 150KB)

Who can apply for payment assistance?
Who can apply for payment assistance?

Who can apply for payment assistance?

If you're a numobile customer and you're having trouble keeping up with your regular payments, you can reach out for assistance. Certain life events can often lead to financial stress. 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.

How we can support you
How we can support you

How we can support you

Payment assistance is free and customised to your specific needs, whether you need short-term or long-term help. Our payment assistance options include:

  • Extending the time you have to make a payment

  • Setting up a payment plan that works for you

  • Reviewing your costs and finding ways to reduce them, such as switching to a lower cost mobile plan

In some cases, we'll also consider removing some of what you owe or apply a credit to your account.

How to apply for payment assistance

Whether you’re ready to apply, or just want to talk things through, our support team can help. We’ll get back to you as soon as possible. Our support hours are Monday to Friday 9am to 5pm.

Fill out the form
Fill out the form

Get started by filling out this form:
Payment Assistance Form

Send us an email
Send us an email

Our support team is here to help at
support@numobile.com.au

Leave us a voice note
Leave us a voice note

If you’d prefer us to call you back, leave a voicemail at 1800 951 384

Do you have special communication needs?

Please contact our customer support team or visit the websites below for further assistance.

You can get Information if you are hard of hearing or deaf on the 
Access Hub: www.accesshub.gov.au

If you require translation services, you can contact the 
Translating and Interpretation Services (TIS National): www.tisnational.gov.au

If you have accessibility needs or elderly and need support, you can contact the
Accessible Telecoms service: www.accessibletelecoms.org.au

Complaints

Helping people stay connected when they experience financial difficulty is our responsibility, and it's important we get it right. So, if you believe there's something wrong with the way we've provided payment assistance, please let us know.

Email: support@numobile.com.au

If you're not happy with the way we handle your complaint, you can get in touch with the Telecommunication Industry Ombudsman (TIO).

Web: www.tio.com.au/complaints 
Phone: 1800 062 058 
(8am to 8pm, Monday to Friday AEST) 
Note: calls are free from landlines, standard rates apply from mobile.

More about payment assistance

Here’s some additional information that may help you.

What happens once I apply?

If you apply over the phone, we can discuss and arrange payment assistance during the call. If you apply through other means, we will contact you within 7 days to discuss your situation and finalize your payment assistance plan. In both cases, we will confirm your decision in writing. 

When you apply, we will pause payment notices for any outstanding charges while we assess your application. Once you agree to a payment assistance plan, we will apply the necessary support to your account as soon as possible. 

If you’re not eligible, we will notify you using your preferred contact method. 

Can someone apply for payment assistance on my behalf?

If someone has the authority to manage your account, they can apply for assistance on your behalf. This could be a trusted person or a financial counsellor. 

 

If you need to add an authorised person to your account, please contact our team via support@numobile.com.au (available from 9am to 5pm AEST, Monday to Friday). 

Is there any other support that can help my situation?

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 connect you with other helpful services. 

National Debt Helpline 
Phone: 1800 007 007