Financial Hardship & Payment Assistance
Having trouble paying your Prosum bill? We’re here to help.
Download the Payment Assistance Form
If you’re having trouble paying your Prosum bill because of changes to your income or expenses, you may be able to get financial hardship assistance.
We’ll listen to what’s going on and work with you to find a payment arrangement or other support that suits your circumstances.
Our goal is to help you stay connected.
Financial hardship assistance is free of charge.
When can I apply?
Financial hardship can happen for many reasons, including:
- Illness or a death in the family
- Unemployment or reduced income
- Domestic or family violence
- Changes in your personal or family circumstances
- A natural disaster
- Unexpected changes to your income or expenses
- Other circumstances that make it difficult to pay your bill
If you’re struggling to pay your account but believe you could get back on track with some help, you can apply.
How can we help?
Depending on your circumstances, we may be able to:
- Give you more time to pay
- Set up a payment plan based on what you can afford
- Discount a bill, apply a credit or waive a debt
- Change your service or payment arrangements
- Move you to a different product or plan that better suits your needs
We’ll talk through your options with you and work out an arrangement that’s manageable.
View the full Payment Assistance Policy.
How to apply
- Download the Payment Assistance Form
- Print the form, complete the sections that apply to you, and return it to us either by:
- Email: admin@prosum.com.au
- or, Post to:
PABX Sales & Service Pty Ltd trading as Prosum
PO Box 203
Chadstone Centre VIC 3148
Prefer to apply by phone?
Call 1800 007 229 and we’ll help you provide the information needed for your application.
- Support hours: Monday to Friday, 9:00am–5:00pm AEST, excluding public holidays.
What happens after you apply?
We’ll confirm we’ve received your application and give you a reference number.
Once we have a complete application, we’ll assess it within five business days and let you know the outcome within two business days of completing the assessment.
If you’re eligible, we’ll work with you to agree on an assistance arrangement. You can accept our offer or talk to us about another arrangement.
You can contact us at any time to check on your application:
- 1800 007 229
- admin@prosum.com.au
Need help?
If you’re having trouble paying your bill but don’t think you need financial hardship assistance, contact us on 1800 007 229. We’ll discuss your options, including whether a payment plan may help.
If you’re unhappy with the outcome of your application, you can use our Complaint Handling Process. If you’re still not satisfied, you can contact the Telecommunications Industry Ombudsman (TIO) on 1800 062 058.
For free financial counselling, visit the Australian Government’s MoneySmart website..
