Payment Assistance Policy

Effective 1 October 2026. Previous version superseded from that date.

This policy applies to clients of TelcoEdge Pty Ltd ABN 58 102 226 853 ("TelcoEdge", "we", "us").

If you are having difficulty paying your account, or think you may have difficulty in future, please contact us as early as possible. You do not need to have an overdue account before asking for assistance.

How to ask

Email: accounts@telcoedge.com.au Phone: 1300 208 820 Hours: Monday to Friday, 8:00am to 6:00pm South Australian time

Tell us you are asking for payment assistance. You may also ask someone else to contact us on your behalf.

If English is not your first language, you can contact us through a language interpreter service. If you are deaf or have a hearing or speech impairment, you can contact us through the National Relay Service.

How we assess your situation

a. We consider your individual circumstances, including your ability to pay and, where relevant, whether you are affected by domestic, family or sexual violence. We do not use a fixed formula.

b. We may ask for information about your circumstances, such as your income, expenses and budget. We will only ask for what we reasonably need to assess the most suitable options.

c. We assess your request within 5 business days of receiving the information we need, and tell you the outcome within 2 business days of completing the assessment.

Assistance we offer

Depending on your circumstances, we will offer arrangements that are realistic and appropriate for you, including:

a. postponing, extending or deferring the time to pay a bill;

b. a payment plan tailored to your ability to pay;

c. waiving debt, including late payment and other fees;

d. spend controls that limit your usage or spending;

e. service restrictions that reduce costs while keeping essential services connected;

f. removing non-essential features at no cost;

g. waiving fees for paying by bank transfer; and

h. another arrangement agreed with you.

Staying connected

We will focus on keeping your services connected wherever reasonably possible. We use suspension or disconnection only as a last resort, and not while we are assessing a request for assistance or while you are keeping to an agreed arrangement.

If you disagree with the outcome

You can make a complaint under our Complaints Policy, including asking for the decision to be escalated and, if still unresolved, contacting the Telecommunications Industry Ombudsman at www.tio.com.au or on 1800 062 058.

Financial counselling

Free, confidential financial counselling is available through the National Debt Helpline at www.ndh.org.au or on 1800 007 007.