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.

What is difference between Short-Term vs Long-Term Assistance?

Our specialist will look at the best options to assist you and your situation, including having a discussion with you about
payment options to get back on track. This includes a short-term option where we can set up a 12-week payment plan to
pay off your debt or if you need more time we can enter you onto a long-term payment plan.

Will I still receive collection notices when under the iPrimus Payment Assistance Program?

No, once you enter onto the iPrimus Payment Assistance Program you will no longer be at risk of suspension or disconnection
of your service and will not receive any collection notices from us.

How can you receive support under the Payment Assistance Program?

You don’t need to provide us any evidence about your current situation and it’s easy to get in contact with us.
Simply complete the webform with your account information and the reason for assistance and we will get back to you within
5 business days with the outcome of your request.

https://www.iprimus.com.au/financial-hardship-support-request If you would prefer to contact us via phone, you can call our team on 1300 312 337 Monday - Friday 9.00 am – 6.00 pm AEST or you can contact us via email: financialhardship@iprimus.com.au

Can you be declined from receiving support under iPrimus Payment Assistance Program?

Yes, if you have had 2 or more unsuccessful arrangements with us under the iPrimus Payment Assistance Program, you may be
declined from re-entering onto the program. You will be notified within 5 business days if your request has been declined.

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 www.ndh.org.au

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.

Need more help?

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