OnePass mobile Payment Assistance Policy Summary

Table of Contents

1. Your Right to Apply for Payment Assistance
2. What is financial hardship?
3. Hardship Assistance Options
4. Making an Application
5. Payment Assistance Policy
6. Complaints
7. External Support

1. Your Right to Apply for Payment Assistance

Customers who meet the eligibility requirements contained in the ACMAโ€™s Financial Hardship Standard have a right to apply for either short term or long-term payment assistance. OnePass mobile will not charge customers for the provision of payment assistance or for applying for payment assistance.

2. What is financial hardship?

Under the Standard, financial hardship occurs when:

a) a customer finds themselves unable to pay an amount that they owe OnePass mobile under their consumer contract due to one of the following circumstances:


  • 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, and

b) the customer also believes that they will be able to discharge their obligation to pay an owed amount if they enter into an arrangement for either short or long-term payment assistance from OnePass mobile, where this suits their personal situation.

While OnePass mobile customer do not incur debts, we will always support customers that pay by rolling direct debit or auto-renew subscription style arrangements.

3. Hardship Assistance Options

OnePass mobile offers the following options for payment assistance to eligible customers:

  • Discounting a charge;
  • Waiving a charge;
  • Service restrictions;
  • Scheduling a plan downgrade at the time of your next renewal;
  • While we donโ€™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.

4. Making an Application

You can make an application for payment assistance by getting in contact with us via:

Phone: 1300 222 825
Webchat function available on the OnePass mobile Website.
Online form: https://onepassmobile.com.au/home/page/legals-financial-hardship

OnePass mobile business hours are:

Monday to Friday : 9am - 8pm (AEST)
Saturday, Sunday & Public Holidays : 10am - 6pm (AEST)

5. Payment Assistance Policy

Please refer to our complete Policy document when making an application.

6. Complaints

If you are not happy with our products or services, we would like to know. To make a complaint, call us on 1300 222 825 or submit in writing online at https://onepassmobile.com.au/home/page/legals-complaints.

You can also make a complaint to the TIO here: https://www.tio.com.au/ and via phone here: 1800 062 058 if unsatisfied with the way we have handled your complaint.

Making a complaint to us or the TIO will not prevent you from agreeing to a payment assistance arrangement with us.

7. External Support

To speak to a financial counsellor contact the National Debt Hotline on 1800 007 007. This free hotline is open from 9.30am to 4.30pm Monday to Friday. There are also more tools and resources available online at http://www.ndh.org.au/.