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Financial hardship

TPG Telecom Small Business Financial Hardship Policy

At TPG Telecom, we understand that life can take unexpected turns. If you're facing financial hardship, we're here to help.

There's no charge for making an application or entering any Financial Hardship Arrangement.

What is financial Hardship?

A business* may experience Financial Hardship when it encounters ongoing difficulty paying its bills on time, whether short or long term. This can occur for a few reasons, such as a downturn in business, including loss of income or property, sudden illness or injury, change of personal or family circumstances or natural disasters such as bushfire, flood, earthquake or drought.

It can affect your financial situation for a short while, or you may need assistance for longer.

*a business that spends less than $40,000 with TPG Telecom annually and does not have a genuine and reasonable opportunity to negotiate the terms of the contract.

What are my options?

Some of the solutions we offer for you to stay connected may include the following:

  • Applying restrictions on your services & spend controls.
  • Moving you to a lower cost plan (subject to your contract)

Some of the solutions we offer to help you with financial assistance may include the following:

  • Offering various payment plan arrangements
  • Waiving late payment or cancellation fees

How can I get help?

If you're experiencing financial hardship, we are here to assist.

Please contact us on 1300 786 306 Monday to Friday 8:30 am to 5pm, or via email: If you choose to email us, please include your Business Name, TPG Telecom Account Number and your best contact details. We will make contact with you within 5 business days.

Based on the information you're comfortable providing, our financial hardship agents will work with you to determine the best solution to suit your financial situation.

Communication of Financial Hardship arrangements

If we agree to a Financial Hardship arrangement, we will let you know within 7 business days about your rights and obligations under that arrangement, its duration and any review date. If requested by you, we will send details of your Financial Hardship arrangement in writing. The arrangement will not commence unless you have accepted it.

We will be in contact with you between the hours of 8:30am – 5:00pm Monday – Friday to discuss your situation.

If your circumstances change during the term of the arrangement, you have an obligation to promptly inform us of such changes. We will review your arrangement accordingly.

If we decide that assistance will not be given because of your specific circumstances, we will immediately inform you of this decision.

Your privacy is our priority.

If you are facing financial difficulties, you may be required to provide some sensitive information
This may include:

  • Business Information (Profit & Loss)
  • Income details
  • Debt statements (Bills)
  • Details pertaining to the reasons for your financial hardship

Our team treats Financial Hardship matters with understanding and sensitivity and your privacy will remain our utmost concern. All information will be kept confidential and in accordance with the privacy provisions of the Privacy Act 1988 and TPG's Privacy Policy .

Where can I get further help?

If you require professional financial assistance, the Small Business Debt Helpline has financial counsellors who are available to offer free, independent and confidential advice by calling, 1800 413 828 (9am – 5:30pm, Monday – Friday) or by visiting the website Their services are available to Small Businesses with less than 100 employees.

If we cannot reach an agreed outcome, you can lodge a complaint.

If we are unable to reach agreement on the appropriate solution to meet your circumstances or you disagree with the outcome of your Financial Hardship assessment, you may lodge a complaint by emailing