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In times of need and hardship

Financial hardship can happen to any of us, and often, it happens when we least expect it. At More we are committed to helping you respond to financial difficulty, whether temporary or long-term.

What is Financial Hardship?

You may be in financial hardship if you are having difficulty paying your More bills but believe you will be able to get back on top of payments if you are provided with a payment assistance arrangement.

Financial hardship may happen for many reasons, including:

  • Loss or change of income;
  • Illness or injury;
  • A death in the family;
  • Domestic or family violence-;
  • Natural disasters;
  • Change of family circumstances;
  • Other personal reasons.

How can we help?

Applying for and receiving financial hardship assistance is free of charge.

We understand everyone's needs are different and offer a range of short term and long-term financial hardship assistance options based on your circumstances and capacity to pay, including:

  • payment extensions for current bills if you need a little more time to make a payment;
  • payment plans to help you pay off an overdue account balance over time under a schedule that you can afford;
  • the ability to change your ongoing bill due date or break your monthly bills into smaller, more regular payments;
  • waivers of late payment and other account fees; and
  • other options suitable to your circumstances.

How to apply for support?

If you are experiencing financial hardship, we're hereto help. Our specialist team will work with you to find a suitable arrangement. We will not charge you for assessing your payment assistance application or for administering your arrangement.

You can apply for financial hardship assistance in several ways:

Submit an application to us by filling out the application form below. Providing accurate information will help us to find the most suitable solution for your needs.

Payment Assistance application form

IMPORTANT: Please respond to all questions on this form. After you submit your application, we will contact you to discuss your request and obtain further information depending on the option(s) you select.

For more information on our process for financial hardship requests, please see our Payment Assistance Policy.

Your details

What is the main reason you require financial hardship assistance?

Which option(s) do you think may best assist you?

Select all that apply. For further information about each assistance option below, please see our Payment Assistance Policy.

I just need a little more time to pay my current bill.

Please note: We do not allow payment extensions beyond the due date of your next bill. If you require a longer payment extension for your current bill, please select a payment plan.

It would help me to manage my expenses if my ongoing bills were split into smaller equal amounts each week or fortnight.

I would like to make a payment up front to cover future bills.

I would like to change the due date of my monthly bill.

of each month

I would like to go on a payment plan to pay back my current More debt.

During my payment plan, I understand that I’ll still need to pay future invoices for my ongoing monthly plan fees by the due date.

Please note: If you have debt that you are unable to pay back in full using a payment extension (option 1), you will be required to go onto a payment plan.

Would you move to a lower, cheaper plan type?

If you are not already on the lowest plan type(s) for your service(s), moving to a lower plan may help you financially because the ongoing monthly fees will be cheaper.

Would you be willing to move to a lower, cheaper plan if this option is available?*

Privacy Collection Notice

The personal information we collect from you via this form is used to assess and/or manage your request and provide you with assistance. By submitting this form, you confirm that you have read the More Privacy Policy available on the Policies page of the More website and consent to the collection, use and disclosure of your personal information by More for this purpose and any other purposes set out in the More Privacy Policy.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Download our Financial Hardship Application form (PDF, 131KB) and either:

  • Chat to us using our Live Chat
  • Call us on 1800 318 295
    1. Monday to Friday 8:30am-7:00pm AET excluding public holidays

What is the process for Financial Hardship requests?

Once we've received your financial hardship application, we will assess your eligibility for assistance within 5 business days and come back to you in writing with the outcome no later than 2 business days after completing our assessment. If we advise you that you're eligible, we'll provide a proposed offer of assistance in writing within 7 business days.

If we offer you a financial hardship arrangement, you will have 7 calendar days to accept or reject our offered arrangement. We are unable to implement the options under an arrangement unless you agree.

If you don't respond to our proposal within 7 days, you will need to submit a new application for assistance, because your debt level or other circumstances may change over time and we need to tailor our offer of assistance to you based on your current situation.

You can complain to us about our decision in relation to your application, including by asking us for a review of our decision. You can access our Complaint Handling Process on our Policies page. It explains in detail how to make a complaint, and how we process complaints.

If you're still not happy, you can make a complaint to the Telecommunications Industry Ombudsman (TIO) for external dispute resolution using the following contact details:

at the TIO website www.tio.com.au
by phone 13 66 73
by email tio@tio.com.au
by fax 1800 630 614
by post PO Box 276, Collins Street West, VIC 8007

Specialised customer support

More ways to get support

Other helpful resources

We understand that seeking assistance during financial hardship can be a challenging experience. To make this process easier for you, we've compiled a list of additional support options that you might find helpful.

Company

Personal

Business

Help & Support

Resources

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