Financial Hardship Support
Valid as of 7 April 2025
Keeping you connected in difficult times
At amaysim, we're committed to doing everything we can to keep you connected with the things that matter most.
When you're with us, you can feel confident that we're just a phone call or online chat away, because we're here to support you not only in the good times, but also in the more difficult ones.
You can find our full Payment Assistance Policy and Payment Assistance Summary document at the bottom of this page.
Life has many ups and downs
Financial hardship can affect any of us, often at times when we least expect. If you're unable to make a payment to amaysim due to one of the following circumstances, you may be experiencing financial hardship:
- Personal or household illness
- Unemployment
- Low or insufficient income, including reduced access to income
- Being a victim/survivor of domestic or family violence
- A death in the family
- A change in personal or family circumstances
- A natural disaster
- Unexpected events or changes that have impacted your income or expenditure
- Other reasonable causes
How can we help?
If you’re experiencing financial hardship, you have a right to apply for short or long-term assistance. If you’re eligible for assistance, amaysim will work with you to agree a solution that is realistic, appropriate, and tailored to your situation.
Depending on your circumstances, options for assistance that we have available include:
- temporarily postponing, extending or deferring the time for paying a bill;
- discounting a bill charge;
- payment plans which are tailored to meet a customer’s ability to pay;
- spend controls;
- restrictions;
- removing non-essential features of a telecommunications product at no cost; or
- transferring the customer to a different telecommunications product that better suits their circumstances.
You can also take control of your payments online through the amaysim App.
Starting the process
We’ll always try to find a solution to meet your needs. To fully understand your situation, we may ask questions about your circumstances or request supporting documentation. As each customer’s circumstances are unique, we'll only ask for information that is relevant to your application and treat it as strictly confidential.
Applying for assistance is free, you can call our Credit Team on 1300 808 300
The team can also be emailed on: credit@amaysim.com.au
You can also chat with us to get in contact with our credit team.
The team is available Monday to Friday: 9.00am – 5.00pm Sydney Time
Have a complaint?
You can make a complaint in relation to financial hardship by contacting amaysim here. If you’re not satisfied with the outcome of your complaint, you can escalate your complaint to the TIO here or speak to them by calling 1800 062 058.
Download our Complaints Handling Policy
Free and independent financial counselling services
National Debt Helpline
Call: 1800 007 007
Visit: https://ndh.org.au/
Small Business Debt Hotline
Call: 1800 413 828
Visit: https://sbdh.org.au/
Payment Assistance Policy and Policy Summary
amaysim Payment Assistance Policy
amaysim Payment Assistance Policy Summary
Need more support?
You can access independent financial advice, counselling and support from external organisations including:
- National Debt Helpline
Call: 1800 007 007
Visit: https://ndh.org.au/ - Small Business Debt Hotline Call: 1800 413 828
Visit: https://sbdh.org.au/ - Information about contacting Centrelink, Medicare or Child Support, and the Department of Human Services: servicesaustralia.gov.au
- Moneysmart offer free, independent guidance so you can make the most of your money: https://moneysmart.gov.au/
- 1800 Respect provides support for all Australians directly and indirectly experiencing, or at risk of experiencing, sexual assault, domestic or family abuse: Call: 1800 737 732 Visit: https://1800respect.org.au/
Additional assistance
- BeyondBlue provides information and support to help everyone in Australia achieve their best possible mental health, whatever their age and wherever they live. Call: 1300 224 636 (24x7 Support) Visit: https://www.beyondblue.org.au/
- Kids Helpline is a free, 24x7 phone and online counselling service for young people aged 5 to 25. Call: 1800 55 1800 (24x7 Support) Visit: https://kidshelpline.com.au/
- Lifeline is a national charity providing all access to crisis support and suicide prevention services. Call: 13 11 14 Visit:https://www.lifeline.org.au/
Free call from payphone and Catch Connect services. Lifeline also offer SMS and Chat options, visit the Lifeline website for more details.