Legal information

Payment Assistance Policy

iPrimus Payment Assistance Program

Are you finding it hard to pay your bill? We’re here to help.

We understand that telecommunication is an essential service, and our goal is to support and help our customers stay connected, with disconnection being the absolute last resort.


What is the iPrimus Payment Assistance Program?

The iPrimus Payment Assistance Program helps support customers who have fallen behind with paying their bills and are facing financial difficulties. We will work with you to support you in catching up and getting back on track with your bills.

This assistance is free and made available to anyone experiencing short- or long-term financial stress.


Who is eligible?

The iPrimus Payment Assistance Program is here to support customers who could be facing the following situations:

  • Serious illness, injury, death or change in personal or family circumstances;
  • Unemployment or reduction of income;
  • Family or domestic violence;
  • Natural disasters;
  • Unexpected events or unforeseen changes impacting your income or expenditure; or
  • Other reasonable causes beyond your control that would impact your ability to pay your bill.


How can we help?

We have a variety of options to help you get back on track with your bills. This assistance can include:

  • Short- or Long-term payment arrangements;
  • Payment extensions;
  • Discounts;
  • Spend controls;
  • Restriction of services to reduce financial over commitment;
  • Low-cost interim options until you can continue with original payments;
  • Waiver of late payment fees or cancellation fees; and
  • External support to financial counsellors or other services depending on your situation.


Support from registered financial counsellors

If you are facing financial difficulty, you may wish to obtain advice from a community financial counsellor.

You can talk to a financial counsellor from anywhere in Australia by calling 1800 007 007 (Monday to Friday, 9.30 am – 4.30 pm). This number will automatically switch through to the service in the State or Territory closest to you, or you can visit the National Debt Helpline

If you would like a Financial Counsellor to work with us on your behalf, you’ll need to contact us to provide authority for this.


How to apply?

If you would like to know more about how we can assist and speak to one our specialist, please contact us via the below methods.

Need more help?

Here are some links and information to services that could assist you.

Services AustraliaInformation about contacting Centrelink, Medicare or Child Support, and the Department of Human Services.
MoneySmartMoneySmart offer free, independent guidance so you can make most of your money.
Kids HelplineKids Helpline is Australia’s only free, private and confidential 24/7 phone and online counselling service for young people aged 5 to 25.
Phone: 1800 551 800
1800 RespectIf you’re suffering from sexual assault or domestic/family violence, 1800 RESPECT is open 24 hours a day.
Phone: 1800 737 732
MensLine AustraliaIf you’re a man experiencing emotional health and/or relationship issues, MensLine is here to help anywhere, any time.
Phone: 1300 789 978
Woman Resource Information and
Support Centre (WRISC) Aboriginal Family Violence Program
WRISC strongly believes in understanding and respecting Aboriginal and Torres Strait Islander cultures and our shared history as Indigenous and non-indigenous Australians.
Phone: (03) 5333 3666
iPrimus Complaints Team & iPrimus  & The Telecommunications Industry Ombudsman (TIO)

If you would like to speak to someone in regards to a complaint or dispute, our complaints policy can be found here
and you can contact the team on 13 17 89 Monday – Friday 9:00AM – 6:00PM AEST

The Telecommunications Industry Ombudsman can be contacted in the event that we have been unable to resolve your complaint, they will provide a fair, independent, and accessible external dispute resolution service.
Phone: 1800 062 058 Monday to Friday 8:0am – 8:00pm (AEST)

Please note that making complaint will not prevent you from agreeing to an arrangement for payment assistance.