Financial Hardship Support

Keeping you connected in difficult times

At OnePass mobile, we're committed to doing everything we can to keep you connected with the things that matter most.

When you're with us, you can feel confident that we're just a phone call or online chat away, because we're here to support you not only in the good times, but also in the more difficult ones.

You can find our full Payment Assistance Policy and Payment Assistance Summary document at the bottom of this page.

Life has so many ups and downs

Financial hardship can affect any of us, often at times when we least expect. If you're unable to make a payment to OnePass mobile due to one of the following circumstances, you may be experiencing financial hardship:
  • Personal or household illness
  • Unemployment
  • Low or insufficient income, including reduced access to income
  • Being a victim/survivor of domestic or family violence
  • A death in the family
  • A change in personal or family circumstances
  • A natural disaster
  • Unexpected events or unforeseen changes that have impacted income or expenditure
  • Other reasonable causes

How can we help?

If you’re experiencing financial hardship, you have a right to apply for short or long-term assistance. If you’re eligible for assistance, OnePass mobile will work with you to agree a solution that is realistic, appropriate, and tailored to your situation.

Depending on your circumstances, options for assistance that we have available include:

  • Discounting a charge;
  • Waiving a charge;
  • Service restrictions;
  • Scheduling a plan downgrade at the time of your next renewal. This will provide you with reduced services for less cost;
  • While we don’t sell mobile handsets, if you are experiencing financial hardship and have been affected by the 3G network closure, we can assist you in finding a low-cost handset so that you can stay connected;
  • You can transfer to another prepaid provider that may offer a better plan than us, without cancellation fees;
  • Pausing your subscription service. You can pause the renewal of your subscription plan for up to 90 days while you stay connected to receive calls and texts without losing your number.

You can also take control of your payments online through the OnePass mobile App.

Starting the process

If you are experiencing financial hardship and require some assistance please contact the OnePass mobile support team by:

Lastly, if you would like to contact us by mail, please send your request to: Post: OnePass mobile, PO Box R1919, Royal Exchange, NSW 1225, Australia

We will always try to find a solution that meets your individual circumstances. To fully understand your situation, we may ask questions about your circumstances or request supporting documentation but please know that this information is strictly confidential.

Lodging a Financial Hardship online form

Please fill in this form if you are experiencing Financial Hardship.

Please fill in as much as possible and one of our team members will be in touch.

All form fields are mandatory.

I am a OnePass mobile Customer*

We aim to get back to you within 2 business days.

Assessing your request

We will assess your request for financial hardship assistance within 5 working days after receipt of the final information and documents requested by us. In assessing your application, we will rely on the information which you provide to us as well as any other relevant information available to us. There is no charge for making an application or for our administration of any agreed financial arrangement.

If you have a customer complaint that is urgent, we will follow the complaints handling policy outlined on https://onepassmobile.com.au/legals-complaints and will aim to have your urgent issue resolved within 2 business days.

When the terms of a financial hardship assistance arrangement are agreed, we will confirm these details with you in writing and also outline your rights, obligations, and the consequences of failing to comply with the financial hardship assistance arrangement. The financial hardship assistance arrangement cannot commence until you have formally accepted the terms of the financial hardship assistance arrangement.

Payment Assistance Policy and Policy Summary

OnePass mobile Payment Assistance Policy

OnePass mobile Payment Assistance Policy Summary

Need more help?

You may obtain free and independent assistance by calling 1800 007 007 to speak to a Financial Counsellor. Alternatively you can also visit National Debt Helpline by visiting their website www.ndh.org.au.

Your Financial Counsellor will need to have you present or provide authority to speak on your behalf when you contact OnePass mobile.

Please see below for more resources and organisations that are available to you:

National Replay Service Australia
National Relay Service Australia-wide phone service for people who are deaf or have a hearing or speech impairment.

1800 555 660 (free from landlines)

1800 555 630 (free)

Relayservice.gov.au

1800 Respect
1800 Respect National Sexual Assault, Domestic and Family Violence Counselling Service for people living in Australia.

1800 737 732

1800respect.org.au

Kids Helpline

Kids Helpline is Australia’s only free, 24/7 phone and online counselling service for young people aged 5 to 25.

1800 55 1800
Kidshelpline.com.au

Lifeline

Lifeline Saving Lives. Crisis Support. Suicide Prevention.

13 11 14

Lifeline.org.au

Beyond Blue

Beyond Blue provides information and support to help everyone in Australia achieve their best possible mental health.

1300 224 636
Beyondblue.org.au

Department of Human Services
Information about contacting Centrelink, Medicare or Child Support, and the Department of Human Services.

Note: Number dependent on service required.

Humanservices.gov.au

MoneySmart
Offer free, independent guidance so you can make most of your money.

13 11 14

Moneysmart.gov.au

National Drugs Campaign
The Australian Government's National Drugs aims to help young people and parents understand the harmful effects and consequences of drug use

Drugs.health.gov.au

Problem Gambling
Provides support and information on where and how to seek help, what to look out for and ways to protect individuals and their families

Problemgambling.gov.au



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