We understand that 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 facing financial challenges and you’re unable to pay your bills right now, we’re here to support you. By working with you on an agreed financial hardship arrangement that is manageable, we aim to help you stay connected to your internet service.
This support is designed to give you the best opportunity to get back on track, and is based on your belief that, with the right financial hardship arrangement, you will be able to pay your bills.
How we can help
We offer options including hardship credits or discounts, plan adjustments, personalised financial agreements such as payment plans, payment extensions, 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
A payment plan can be set up 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 contacting our customer service team via live chat or on 1300 980 711 Monday to Sunday, 8am to 11pm. If you require further assistance, please reach out to us using this number to speak with one of our trained specialists.
Where to find help or make a complaint
You can access free, confidential help from a professional 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 calling 1300 980 711 (from Monday to Sunday, 8am to 11pm), visiting our website or by typing www.originenergy.com.au/internet into your browser, or emailing us complaints@origininternet.com.au
If you’re still not happy, you can contact the Telecommunications Industry Ombudsman (TIO) for independent mediation by calling 1800 062 058 and by visiting the TIO website or typing www.tio.com.au/making-a-complaint into your browser.
For more details, see our payment assistance policy for internet customers