Payment Assistance Policy
Think Mobile is committed to assisting customers experiencing financial difficulties to maintain access to their telecommunications services.
We work with customers who are experiencing financial difficulties to ensure that disconnection of services is a measure of last resort. You have the right to ask for help if you are having trouble paying your bills, and this policy explains what Think Mobile can do to assist you. Think Mobile will provide such assistance at no cost to you.
Think Mobile’s Payment Assistance Policy
Click here to view Think Mobile’s complete Payment Assistance Policy.
When might you need our help?
We understand that people experience different circumstances that can impact them both in the short term and the longer term, and we are here to help.
You may find you require payment assistance because of:
- Unemployment;
- Low or reduced income;
- Impact from domestic or family violence;
- A death in the family;
- Personal or household illness;
- A change in circumstances; or
- A natural disaster.
What payment assistance options does Think Mobile offer?
At no extra cost to you, Think Mobile provides a range of payment and service options so you can stay connected now and in the future.
These include:
- Spend controls to help manage how you incur charges on your account with us;
- Transferring you to a product better suited to your circumstances;
- Temporary extension of a payment;
- Payment plans tailored to your situation;
- Waiving late payment fees;
- A change in circumstances; or
- Waiving cancellation fees.
You can contact us during office hours using the details below to discuss our payment assistance policy for your individual situation. Please ask to discuss your payment options.
- 1300 2 THINK (1300 2 84465)
Monday to Friday – 8:00am to 7:00pm (AEST)
Alternatively, you can contact us by submitting a message via the link below and an authorised representative will call or email you on your nominated contact number or email address to collect information and discuss your payment options.
Financial Counselling & Other Support
The National Debt Helpline provides free, independent advice from qualified financial counsellors over the phone. You can call 1800 007 007 between 9:30am and 4:30pm, Monday to Friday, or visit https://ndh.org.au for more information.
MoneySmart offers free, independent financial guidance to help you make informed decisions, visit www.moneysmart.gov.au for more information.
The Small Business Debt Hotline is available on 1800 413 828 or by visiting https://sbdh.org.au.
1800RESPECT provides confidential support for domestic and family violence, available 24/7. You can call 1800 737 732, or visit www.1800respect.org.au for more information.
Complaints
If you are not happy with the outcome of your application for financial hardship assistance, you can provide feedback by lodging a complaint with us. Making a complaint will not prevent you from agreeing to an arrangement for financial hardship assistance.
To view our Complaint Handling Policy or make a complaint, visit:
If you are not happy with the outcome of your application for payment assistance or the proposed resolution of a complaint you have made to Pivotel, you can contact the Telecommunications Industry Ombudsman (TIO).
You can raise a TIO complaint or find out more information on the TIO website https://www.tio.com.au/complaints or by calling 1800 062 058 (Monday to Friday, 8.00am to 8.00pm AEST).
Privacy
Think Mobile will treat your request respectfully and handle all personal information in accordance with our privacy policy.
We are committed to protecting your privacy, keeping your information, and ensuring the security of your data in accordance with Privacy Act 1988 and the Australian Privacy Principles.
For more information on how we collect use, store, and disclose, please refer to the privacy policy below.