Can I ask Optus for hardship help?

Yes. Optus has a hardship process (Optus financial hardship). Contact them and explain your situation — they should work with you on options such as payment extensions and plans.

Will asking for help hurt my credit?

Asking for hardship help should not, by itself, put a default on your credit report. If you're unsure, a free financial counsellor can explain how it applies to you — National Debt Helpline, 1800 007 007.

How to ask Optus for financial hardship help

Written and reviewed by the DebtFreedom editorial team under our editorial policy. · Last updated 8 July 2026

If you're finding it hard to keep up with Optus, you can ask for financial hardship help — you have a right to. This page explains how to reach Optus, what to say, your rights, and the free help available. You never have to pay anyone to ask for hardship assistance.

How to reach Optus

Ask for their hardship team — Optus's program is called Optus financial hardship.

Go to optus.com.au and search “financial hardship”, or call the number on your latest bill or statement and ask for financial hardship help.

Program details last checked 8 July 2026. Providers change their pages often — always confirm current contact details on Optus's own website.

What you can ask for

Payment extensions and plans
Temporary service arrangements
Referral to support services

What to say

You don't need special words. Something like: “I'm having trouble paying and I'd like to apply for financial hardship help. Can we look at my options?”Be honest about what you can realistically afford — a plan only helps if it's sustainable.

Your rights

• Under the Telecommunications Consumer Protections Code, telcos must offer financial hardship help, including payment plans and keeping you connected where possible.
• They must tell you about their financial hardship policy if you ask.
• They can’t disconnect you without following the required steps.

If you're not getting anywhere

First, ask Optus to escalate to a complaint. If you're still not satisfied, you can complain for free to the Telecommunications Industry Ombudsman (TIO) (tio.com.au, 1800 062 058). And for free, independent advice at any time, call the National Debt Helpline on 1800 007 007.

More phone & internet

Telstra hardship help

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Struggling with debt? Free, confidential help is available from the National Debt Helpline — 1800 007 007.

This page provides general information only, based on the figures shown — not financial, legal or credit advice, and it doesn’t take your circumstances into account. Consider your own situation and seek independent advice before making decisions. DebtFreedom is not a lender or a financial counsellor.

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