If you are having difficulty paying for a Miyzon service, contact us as early as possible. Payment assistance is available for eligible residential, small business and not-for-profit customers experiencing short-term or long-term financial difficulty.
Our focus is to work with you on a realistic arrangement and, wherever reasonably possible, help keep you connected.
1. How to Request Payment Assistance
Tell us that you are requesting payment assistance or that you are experiencing financial difficulty. You can contact us by:
Applying for payment assistance is free. We will only ask for information reasonably necessary to understand your situation and work out suitable assistance.
2. Who Can Receive Assistance
You may be eligible if you are experiencing difficulty paying your telecommunications bills and want to use one or more of the assistance options in this policy.
Financial difficulty can be temporary or ongoing and can arise for many reasons, including changes in income, illness, unemployment, unexpected expenses, natural disasters or domestic, family or sexual violence.
We will consider your individual circumstances and your capacity to pay rather than applying a one-size-fits-all arrangement.
3. Assistance Options
Depending on your circumstances, Miyzon can consider a combination of assistance options. These include:
- Deferring a payment: postponing, extending or deferring the due date of a bill.
- A tailored payment plan: instalments based on an amount and frequency you can reasonably afford.
- Discounting charges: reducing an eligible charge where appropriate.
- Waiving debt or charges: waiving part or all of an eligible amount where appropriate.
- Moving to a lower-cost service: helping you consider a plan that better matches your needs and budget.
- Spend controls: applying available controls to reduce the risk of unexpected usage charges.
- Account credit: applying an appropriate credit to your account in relevant circumstances.
- Non-automatic payment: offering an available free non-automatic payment method where suitable.
Not every option will be suitable in every case. We will discuss realistic options with you and take into account your financial circumstances, essential telecommunications needs and any safety considerations you tell us about.
4. Assessment and Timeframes
We will assess a payment assistance application within 5 business days.
We will tell you the outcome within 2 business days after completing the assessment. If we offer an arrangement, we will explain the terms clearly, including what you need to pay and when.
If we cannot offer the option you requested, we will explain why and discuss other assistance that may be suitable.
5. Keeping You Connected
We treat restriction, suspension or disconnection for non-payment as a last resort and will follow the applicable telecommunications rules before taking credit management action.
If you are engaging with us about payment assistance or complying with an agreed arrangement, we will not take action that is prohibited by the Telecommunications (Financial Hardship) Industry Standard 2024 or other applicable consumer protection requirements.
If you are affected by domestic, family or sexual violence, additional protections may apply. See our Domestic, Family & Sexual Violence Support page.
6. Complaints About Payment Assistance
If you are dissatisfied with a payment assistance decision or with how we have handled your request, you can make a complaint under our Complaints Handling Process.
A complaint may need to be treated as urgent where it concerns an issue that could worsen your financial situation or where disconnection is imminent.
7. Free Independent Financial Counselling
You can contact the National Debt Helpline for free and confidential financial counselling.
You do not need to speak with a financial counsellor before asking Miyzon for payment assistance.