We understand there may be occasions when you have difficulties meeting your financial obligations for reasons that could be either temporary or long-term. If you're experiencing financial challenges, we're committed to assisting you in maintaining your access to internet and phone services.
How we can help
We offer options including hardship credits or discounts, service limitations, temporary plan adjustments, personalised financial agreements such as payment plans, and the potential waiver of fees, all based on your specific circumstances. Financial hardship customers have a right to apply for short term assistance and long-term assistance and financial hardship support is free of charge.
What you need to do
The good news is that you can set up a payment plan without providing proof of financial hardship. If you require other types of support, we’ll work with you to evaluate your eligibility. You can do this by sending a request online through the Origin app. Or you can contact our support team at 1300 980 711. If you require further assistance, please reach out to us using this number to speak to someone from our financial hardship team.
Where to find help or make a complaint
You can talk to a financial counsellor by calling 1800 007 007 (National Debt Helpline). This number will switch through to the service closest to you.
If you wish to review the outcome of a financial hardship decision, you can do so by phone (1300 980 711 from 8am to 11pm AEDT), online (www.originenergy.com.au/internet/) or email (feedback@originbroadband.com.au).
If you’re still not happy you can contact the Telecommunications Industry Ombudsman (TIO) for independent mediation by calling 1800 062 058 or at www.tio.com.au/making-a-complaint
For more details, see our hardship policy for internet customers.