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Quokka Net

Struggling to pay your bill? Talk to us.

If illness, losing your job or another hard time means you can't pay your Quokka Net bill, we may be able to help you keep your service while you get back on your feet. Let us know as soon as you can.

Call 1800 663 977 Read the Financial Hardship Policy (PDF)

Who can get help

Financial hardship assistance is for our residential customers, and our small business customers who spend up to $20,000 a year with us.

You may be in financial hardship if you can't pay what you owe us because of illness, unemployment or another reasonable cause, but you could pay if your payment arrangements or your service were changed. For example, if:

  • you've lost your job
  • you're supporting someone who has lost their job
  • your family has broken down
  • you're ill
  • you've had an unexpected expense you couldn't avoid, like medical bills after an accident

These are examples, not a complete list. If something just as serious has happened to you, talk to us.

How we can help

We'll work out an arrangement with you that suits your situation and that you can keep up with. Depending on your circumstances, it could include:

  • a payment plan to pay off what you owe over time
  • more time to pay your bills, up to 14 days longer than usual, for up to six months
  • changes to your service so you stay connected without your bill growing, like slower speeds, restricted access, call barring or prepayment
  • waiving reconnection fees, unless a network charges us for them

It costs nothing to apply. While we're working out an arrangement with you, or while you're keeping to one, we won't normally take action over the unpaid amount. And while an arrangement is in place, we won't sell your debt.

How to apply

  1. Get in touch

    Call us on 1800 663 977 or email [email protected] and ask for financial hardship assistance. Tell us who you are, which bills you're having trouble with, and what's happened.

  2. Put it in writing

    We'll need your application in writing. You can use the application form at the back of the Financial Hardship Policy. If you can't get it to us straight away, we'll start on the phone with you.

  3. Send any documents we ask for

    Sometimes we'll ask for something to support your application, like a letter from a financial counsellor, a medical certificate or a statutory declaration. Please send it within 10 working days.

  4. Agree an arrangement

    We'll let you know our decision, usually by email. If we can help, we'll suggest an arrangement: call us within 10 working days to talk it through. Once we've agreed on one, we'll send you the details.

If you think a bill is wrong, that's a complaint rather than hardship. See our complaints handling process.

Free financial counselling

Financial counsellors are free, independent and confidential. They can help you understand your situation, work out a budget and talk to the businesses you owe money to, while you stay in control of what happens.

Call the National Debt Helpline on 1800 007 007 or visit ndh.org.au. Our policy also lists financial counselling services in each state.

Experiencing domestic or family violence? We have a dedicated, confidential line. See domestic and family violence support.