Payment Assistance
Struggling to pay your bill? We’re here to help you stay connected.
If you’re finding it hard to pay your Peak Connect bill, talk to us. You have the right to apply for short-term (up to 3 billing cycles) or long-term payment assistance at any time, even before your bill is overdue. It’s free. Our goal is to keep you connected, and we only disconnect services as a last resort.
What is financial hardship? It’s when you can’t pay what you owe us because of things like illness, unemployment, low or reduced income, domestic or family violence, a death in the family, a change in circumstances, a natural disaster or other unexpected events, but you could pay with an arrangement in place.
How to apply
- Call us: 1300 761 492, Monday to Friday, 8.30am to 5.00pm
- Email: support@peakconnect.com.au
- Online: request a callback and select Existing Customer, then Payment assistance or Billing
- Post or in person: Unit 3 / 45 Upfold Street, Bathurst NSW 2795
Just tell us what’s happened and what you can afford to pay. Someone you trust, such as a financial counsellor or family member, can apply for you. We’ll give you a reference number so you can check on your application at any time.
No evidence needed if you’re asking for short-term help, or if you’re experiencing domestic or family violence.
Help available
We’ll always offer more time to pay and a payment plan you can afford. We can also offer discounts, waived fees or debt, spend controls, a cheaper plan or prepaid service, account credits, or a free non-automatic payment method such as BPAY.
What happens next
We’ll assess your application within 5 business days of receiving it, and tell you the outcome within 2 business days of our decision. While we assess it, and while you keep to your arrangement, we won’t refer the debt covered by it to a collector, sell it, list a default or disconnect your service for non-payment. Your services keep working and normal monthly charges still apply.
Free financial counselling
The National Debt Helpline offers free, confidential advice from financial counsellors. Call 1800 007 007 (Monday to Friday, 9.30am to 4.30pm) or use the live chat at ndh.org.au.
Aboriginal and Torres Strait Islander people can call the Mob Strong Debt Helpline on 1800 808 488.
Not happy with our decision?
Ask us for a review or make a complaint by phone, email or post. If we can’t resolve it, you can contact the Telecommunications Industry Ombudsman on 1800 062 058 or at tio.com.au. Making a complaint doesn’t stop you from getting help in the meantime.
Need an interpreter?
Call TIS National on 131 450 (free) and ask them to call us on 1300 761 492. If you have a hearing or speech impairment, contact us through the National Relay Service. You can also ask for our policy in large print or another format.