Invoicing and Payment Policy

Managing Your Invoice and Payments

  • When you need to pay your invoice:
    • When you purchase a new service from Go Troppo, your first month’s plan fees must be paid upfront at checkout.
    • Within 2 business days after your service is activated, you will receive a receipt outlining all fees paid upfront.
    • Your monthly invoice will be available via our online Portal one month after your first service becomes active (unless you’ve requested email delivery).
    • Your payment due date will be shown on your monthly invoice for those who are monthly or weekly will fall on the same date each and every week/month. (unless otherwise stated).
    • Payments should be made by the due date to avoid late fees and ensure continued access to your service.
  • Direct Debit:
    • At checkout, the credit or debit card you used will be automatically encrypted and stored to pay your full monthly invoice via direct debit on the due date.
    • You can change your payment method from direct debit to non-direct debit (fees may apply).
    • To set up or change a direct debit for your Go Troppo account, via customer care or our GoT Portal, select the ‘Payment’ tab, and update your details.
  • Payment Fees (Where Applicable):
    • Direct debit from a bank account and direct deposit are free payment methods.
    • A surcharge applies for payments made via credit or debit cards:
      • 1% for Visa/Mastercard and
      • 2% for American Express.
    • Other payment methods, such as Pay by Phone, BPay, PayPal, and Post Billpay, may incur a $3.50 fee, with an additional 1% surcharge for PayPal payments.
  • Payment Terms:
    • Ensure sufficient funds are available in your account for the automatic debit on the due date to avoid a $12 bounced payment fee.
    • Partial payments are not accepted, and your services may be suspended until your full overdue balance is paid.
  • Service Suspension:
    • If full payment is not made within 14 days of your invoice due date and no payment assistance is arranged, services may be suspended.
    • We will first notify you by email and/or SMS to warn you of the upcoming suspension and give you an opportunity to make payment or request financial hardship assistance.
  • Suspension Fees:
    • For nbn® services, the full plan fee will continue to be charged until full payment is made or disconnection occurs.
  • Service Disconnection:
    • If payment is not made following service suspension, disconnection may occur. The following consequences may apply:
      • nbn® services: Loss of internet and any service requiring an internet connection, including voice services.
      • Voice services: Inability to make or receive calls, including emergency calls.
      • Permanent disconnection: If services are disconnected due to non-payment, Go Troppo will not reconnect the existing services.
      • You will still owe the overdue balance, including suspension fees, and failure to pay may affect your ability to purchase new services.
      • Disconnection may be reported to a Credit Reporting Body and may impact your credit file.
      • Your debt may be referred to a collection agency.

Financial Hardship Assistance

  • If you’re experiencing financial hardship, Go Troppo may offer assistance options, including:
    • Tailored payment plans or payment extensions based on your individual circumstances.
    • There is no charge to apply for or access financial hardship assistance.
    • Our Payment Assistance Policy and application form are available on the Financial Hardship page.

Contact Us

  • For any questions or payment-related requests, please contact our Customer Service team at 1300 876 776