This is a summary of the GoTroppo Payment Assistance Policy. If you are having trouble paying your bill, talk to us early. We want to keep you connected.
Who can get help
Any GoTroppo customer who cannot pay, or will have trouble paying, because of their circumstances. For example: loss of income, illness, a death in the family, domestic or family violence, or a natural disaster. It is free to ask for help.
Help we offer
- A payment plan for an overdue amount
- More time to pay, or a deferred payment
- A move to a lower-cost plan, with no change fee
- Weekly, fortnightly or monthly billing to match your pay
- Part payments or payments in advance
- No late or dishonour fees while you have an arrangement
- A temporary pause of your service
- In some cases, a discount or waiver of part of an overdue amount
How to apply
- Online: Payment Assistance Application Form
- Phone: 1300 876 776, Monday to Friday, 8:30 am to 7:00 pm AET
- Email: support@gotroppo.com.au (subject “Payment assistance”)
- Post: GoTroppo, PO Box 1326, St Kilda VIC 3182
A support person or advocate can contact us for you. Interpreter: call 131 450. National Relay Service is available.
What happens next
- We confirm your request and give you a reference number.
- We assess it within 5 business days after we have the information we need, and tell you the result within 2 business days after that.
- We confirm any arrangement in writing.
- While we assess your request, and while you keep to an arrangement, we do not suspend or disconnect your service.
- We give at least 10 business days written notice before any suspension or disconnection for non-payment.
Not happy with our decision?
Ask us to review it through our Complaint Handling Process. You can also contact the Telecommunications Industry Ombudsman on 1800 062 058 or at www.tio.com.au.
Free financial counselling
National Debt Helpline: 1800 007 007, ndh.org.au.
Read the full Payment Assistance Policy.
