Your Right to Ask for Help
You have the right to apply for short-term assistance (up to 3 billing cycles) or long-term assistance (more than 3 billing cycles). Applying and receiving help is free of charge.
This applies to individuals, not-for-profit organisations, and businesses on our standard terms that spend $40,000 or less a year with us.
What is Financial Hardship
Financial hardship is when you cannot pay what you owe us because of circumstances such as illness, unemployment, low or reduced income, domestic or family violence, a death in the family, a change in circumstances, a natural disaster, or other unexpected events — and you believe you could pay with an arrangement in place.
How We Can Help
- More time to pay a bill
- A payment plan tailored to what you can afford
- Spend controls, such as call barring or usage limits
- Removing features you don’t need, at no cost
- Moving you to a more suitable product
- Paying by BPAY for free, when it suits you
No late fees apply while you have an arrangement, and we won’t suspend or disconnect your service while we are working with you.
How to Apply
- Call 1300 266 439, Monday to Friday, 9:00am–5:00pm AEST/AEDT
- Email billing@flexruc.com.au
- Write to PO Box 3232, North Turramurra NSW 2074
You can use our application form, or just tell us what is happening. We won’t ask for evidence for short-term help or if you are experiencing domestic or family violence. We will assess your application within 5 business days and let you know the outcome within 2 business days after that.
Complaints
If you are unhappy with our decision, call 1300 266 439 or email feedback@flexruc.com.au. If we can’t resolve it, contact the Telecommunications Industry Ombudsman at tio.com.au or 1800 062 058. Making a complaint won’t stop you from getting help.
Free Support
- National Debt Helpline: ndh.org.au or 1800 007 007
- Small Business Debt Helpline: sbdh.org.au or 1800 413 828
- Telecommunications Industry Ombudsman: tio.com.au or 1800 062 058