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We do everything we can to support our vulnerable customers. If you need help, let us know by calling 1300 235 664 between 7am – 12am (AEST).
Our Financial Hardship policy covers unforeseen circumstances that may impact our customers’ ability to meet their current financial commitments. We'll try to offer you ways to help you stay in control of your Belong account, such as payment arrangements over a period of time, so you don't have to pay the whole amount at once.
You have the right to request the details of this financial hardship plan at any time.
You can discuss your situation with us any time. Call us on 1300 235 664.
You may also wish to consider obtaining advice from a community financial counsellor by calling 1800 007 007 from anywhere in Australia (minimum opening hours are 09:30 to 16:30 Monday to Friday), seeking other assistance from the National Debt Helpline www.ndh.org.au or a community welfare organisation such as the Salvation Army, St Vincent de Paul Society, Anglicare and others.
Paying your billIf you’re experiencing financial hardship and want to keep your service there are options we may offer you:
- transfer to a lower cost plan
- waiver of current owing amounts
- waiver of applicable contract early termination fees
- no additional data usage charges
- predictable monthly charges
- restriction of services to prevent further debt
Paying a late bill
If your monthly payment has not been paid 10 days after its due date, your service will automatically be suspended to data speeds with a maximum of 64kbps. If your payment has still not been made 25 days after its due date, your service will be cancelled and disconnected.
If your service is disconnected and you are on a contract, you will be charged an early termination fee. To re-join Belong after your service is disconnected, you'll be charged the then-current activation fee plus any outstanding overdue amounts before we can connect you again.
We’re always working to make Belong.com.au as accessible as possible. If you have feedback for how we can be better, call us on 1300 235 664 between 7am – 12am (AEST).
For more information on accessibility and the telecoms industry see Accessible Telecoms http://accessibletelecoms.ideas.org.au/telecom/category
If you want to make a complaint, or would like to check the progress of a complaint, please contact us by email at email@example.com.
To understand what happens when you raise a complaint, read our complaint handling process.