2talk Payment Assistance Policy

2talk Pty Ltd (2talk) has a payment assistance program to assist customers who are experiencing either short or long term financial issues.

We know how important it is for your telecommunications services to remain connected, so this is why we offer a program to support you if you are experiencing financial issues. We will only disconnect your services as a last resort when we have no other recourse.

Applying for our Payment Assistance program is free of charge.

Common events leading to Financial Hardship include:

How can we help?

Our aim is to get you back on track and in control of your monthly 2talk payments.

We have a variety of options to help you get back in control. Any help we can give will depend on your individual circumstances and will be on a case by case basis. Some of these options include, but are not limited to:

You can also take control of your monthly bill using our online portal: https://www.2talk.com.au/login.html

Starting the process

We’ll always try to find a solution that helps you to discharge your financial obligations to us and meets your needs. To fully understand your situation, we will ask questions about your circumstances and might request supporting documentation. We might ask for details of your income, and your current contact details, for example, but we’ll keep this information strictly confidential and in accordance with our privacy policy. You can find a copy of that policy https://www.2talk.com.au/terms.html

To apply for our Payment Assistance Program please complete the application form and return it to [email protected] or by contacting us using the details below:

The application form can be found here

Customer Service Contact Details

Phone: 1300 215 426 (Hours: Mon-Fri 8am-4pm AEST)
Website: www.2talk.com.au/contact

For short-term assistance (less than 12 weeks), you don't need to provide us with evidence to support your application.

For long-term assistance (more than 12 weeks), you may need to provide us with documentation to support your application. If we request information and you don't provide it, we may not be able to assess your eligibility for the program.

If you are a victim/survivor of domestic or family violence, you don't need to provide us with evidence to support your application. This applies to either short or long-term assistance applications.


Once we receive you application for Payment Assistance we will contact you within 5 business days and advise you of the outcome. You can also check on the progress of your application by contacting our customer service team.

If your financial circumstances change (either way) after joining the program, please let us know within fourteen (14) days. You can seek a review of your arrangement within two (2) business days of reaching an agreement with us.

Registered financial counsellors

If you are facing financial difficulty, you may wish to obtain advice from a community financial counsellor. You can talk to a financial counsellor from anywhere in Australia by calling 1800 007 007 (Monday to Friday, 9.30 am – 4.30 pm). This number will automatically switch through to the service in the State or Territory closest to you, or you can visit the National Debt Helpline www.ndh.org.au

If you would like a Financial Counsellor to work with us on your behalf, you’ll need to contact us to provide authority for this.

Need more help?

Sometimes the cause of financial difficulties or even the problem itself can have a knock-on effect on people and their business. There are many helpful organisations offering support and resources for people experiencing Financial Hardship and the effects this can have on their lives.

Organisation Description
Department of Human Services Information about contacting Centrelink, Medicare or Child Support, and the Department of Human Services.Visit: www.humanservices.gov.au
MoneySmart MoneySmart offer free, independent guidance so you can make most of your money.Visit: www.moneysmart.gov.au
National Debt Helpline Get free and independent assistance by speaking to one of National Debt Helpline’s Financial Counsellors.Call: 1800 007 007 (Monday to Friday: 9:30am - 4:30pm)Visit: www.ndh.org.au

Have a Complaint?

If you would like to speak to someone about a complaint or dispute please see our complaints policy on how to do this.

If you are unhappy with how we have resolved your complaint, you can contact The Telecommunication Ombudsman (TIO). They provide an independent and external dispute resolution service. Call 1800 062 058 Monday through Friday, 8 am–8 pm. Visit tio.com.au.

If you are unhappy with the assessment of your Financial Hardship application or wish to seek a review, please contact us using the financial hardship contact details above and advise our team that you have a concern. We will endeavour to resolve any issues or concerns you have in accordance with our complaints policy.

© 2013 2talk Pty, Australia