What is the Commander Payment Assistance Program?
Our Customers have a right to apply for a Payment Assistance Program if they are experiencing short or long-term financial stress. You can read the full details of the program here.
When you join the program, we will work with you to find a suitable arrangement to help you get your account back on track. We have different options available to assist you, depending on your situation.
Who is Eligible?
You are eligible for the program if you're experiencing any of the following:
- Loss of large customers or contracts
- Regulatory changes or legal issues
- Disruption to supply chains or operations
- Unexpected events or changes that have impacted the business income or expenditure
- A natural disaster or unexpected weather events
- Health epidemic
- Domestic or family violence
- Serious illness or injury
- A death in the family
- Other reasonable causes.
What payment assistance options do we offer?
We offer various options to help you get your account back on track. The types of assistance we can provide you with include (but are not limited to):
- Short or long-term payment arrangements
- Payment extensions
- Discounts
- Spend controls
- Restriction of services to reduce further financial over-commitment
- Provide low-cost service alternatives until your account is back on track
- Waiver of late payment fees or cancellation fees
- External support to financial counsellors or other services, depending on your situation
- Non-automatic payment methods.
How to apply for the Payment Assistance Program
To apply, please complete the application form and submit:
By email: [email protected]
By Post: Commander Payment Assistance Team
Level 10, 452 Flinders Street,
Melbourne, VIC 3000
We will contact you within five (5) business days of receiving your application to inform you of the outcome. You can also check on the progress of your application by calling us at the numbers listed below. You can find the eligibility criteria listed in the ‘Who is eligible’ section above.
You can contact the Payment Assistance team:
By Phone: 13 70 90 Monday through Friday 9 am–5 pm
By email: [email protected]
Do you have a complaint?
If you would like to speak to someone about a complaint or dispute you have with us, you can contact the team at 1300 136 008, Monday through Friday, 9 am-5 pm. Our complaints policy is here.
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.
Registered Financial Counsellors
Community financial counsellors offer free financial advice. You can talk to a financial counsellor anywhere in Australia by calling 1800 007 007, Monday through Friday, 9.30 am–4.30 pm. This number will switch you to the service closest to you in your State or Territory. You can also visit the National Debt Helpline at ndh.org.au.