Financial Hardship
Life happens. If you're struggling to pay your bill, we'd rather work with you than cut you off. The internet isn't a luxury anymore. It's how you work, study, access services, and stay connected. We get that.
This policy is required under Part 6 of the Telecommunications Consumer Protections (TCP) Code, and we take it seriously.
Who this applies to
Any Warp customer who is experiencing financial difficulty and is having trouble paying their bill. This could be because of:
- Job loss or reduced income
- Illness or injury
- Family or relationship breakdown
- Natural disaster
- Any other change in circumstances that affects your ability to pay
You don't need to prove hardship with a stack of documents. We'll have a conversation and work it out.
How to let us know
- Phone: 02 4398 7080, and just tell us you're having trouble paying
- Email: support@warp.net.au
- Portal: Submit a support ticket and mark it as billing/hardship
What we can do
Every situation is different, so we assess things case by case. Options we can offer include:
- Payment plan: spread what you owe over a period that works for you
- Payment extension: more time to pay a specific bill
- Plan downgrade: move to a cheaper plan to reduce ongoing costs
- Spend controls: caps or restrictions to prevent further charges building up
- Fee waiver: we can waive late payment fees while you're on a hardship arrangement
- Service restriction: keep a basic level of service while reducing costs
What we won't do
- We won't disconnect you while we're assessing a hardship application
- We won't report you to a credit agency while you're on an active hardship arrangement and meeting its terms
- We won't make you feel bad for asking. Our team is trained to handle these conversations with respect
Timeframes
- We'll acknowledge your hardship request within 2 business days
- We'll assess it and get back to you with options within 5 business days
- If you accept an arrangement, we'll confirm it in writing
If you're not happy with the outcome
If you disagree with our assessment or the options we've offered, you can ask us to review it. If you're still not satisfied, you can contact the Telecommunications Industry Ombudsman (TIO):
- Phone: 1800 062 058
- Online: tio.com.au
Other support
If you need broader financial help beyond your internet bill, these services are free and confidential:
- National Debt Helpline: 1800 007 007
- MoneySmart: moneysmart.gov.au
- Lifeline: 13 11 14