Optus Telstra wont pay for a credit – read this

Optus Telstra wont pay for a credit – read this

Whenever you’re struggling to pay your mobile phone bill, reaching out to your Telco can be very daunting and the last thing you want to do is ask for help, but at the end of the day if you’re struggling, help is there to help you.


Telstra offers several support options to assist you with with.

Bill Assistance

Financial hardship support

As part of our Financial Hardship Policy (PDF, 155KB), we have a range of flexible options to discuss with you if you’re experiencing financial difficulty.

Our team can help you find the right assistance to keep you connected for as long as you need.

For Telstra Upfront Plans, please contact us on 1800 531 951 (8:30am – 7:00pm AEDT) for support options.

For all other plans, if you’re having trouble paying your bills, you can:

If you prefer to talk to us during Monday to Friday,  you can call us on 1800 531 951 (8:30am – 7:00pm AEDT) or Message us (7:30am – 7:00pm) or complete our contact request form

One of our team members will assess your needs and tailor the right assistance for you.


Optus offers a few remedies as well

Payment Support

Financial Hardship

Keeping you connected in difficult times

At Optus, we’re committed to doing everything we can to keep you connected with the things that matter most – work, school, friends and loved ones.

When you’re with us, you can feel confident that we’re just a phone call or online chat away, because we’re here to support you not only in the good times, but also in the more difficult ones.

Life has many ups and downs

Financial hardship can affect any of us, often at times when we least expect.
Common events leading to financial hardship include:

  • Injury or illness
  • Domestic or Family violence
  • Natural disasters
  • Death in the family
  • Homelessness
  • COVID-19
  • Loss of Employment / Reduced hours at Work

How can we  help?

We understand that unexpected events and expenses can make it difficult to keep up with regular payments. If you’re experiencing financial hardship and having trouble paying for your Optus services, then let us help you get back on track and stay connected.

Our aim is to find solutions to get you back in control of your Optus payments. Depending on your circumstances, a range of options are available including the following:

  1. Checking whether your current plan is the most cost effective solution for you.
  2. Looking at your monthly spend to see if a Prepaid service would be a better option.
  3. Reviewing your services to see if restricting one or all services for a while would help.
  4. Waiving late payments or granting a temporary hold so you don’t have to pay for your Optus services immediately.


Starting the process

We’ll always try to find a solution to meet your needs. To fully understand your situation, we might ask questions about your circumstances or request supporting documentation.  As each customer’s circumstances are unique, we’ll only ask for information that is relevant to your application and treat it as strictly confidential.

If you’re having trouble making payments, you can call our team on 1300 308 839.

  • Monday to Friday: 8.30am – 7.30pm AEST / AEDT
  • Saturday: 9.00am – 6.00pm AEST / AEDT

Although we attempt to assess and make contact with you as soon as possible, please allow up to 5 business days.

The best time to call us, with the shortest wait time, is usually before 12.00pm or between 2.00pm and 4.00pm AEST / AEDT. 


Asking for credit and being refused?

After the big fiasco with Optus being hacked and asking for credit and being told NO, you feel completely helpless and really think there is nothing you can do, well there is, your avenue is called the Telecommunications Industry Ombudsman, whenever you’ve an issue with your mobile phone, home phone, internet, there is always someone out there to help you. Reach out to the TIO and make a complaint against the Telco and voice your concern then tell the TIO what you want in return for compensation.


Contact the TIO – https://www.tio.com.au

or click Here