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Financial Hardship (Payment Assistance) Policy Summary

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Keeping you connected during challenging times

We are committed to doing everything we can to keep customers experiencing financial hardship connected.

Financial hardship policy

Download our full Financial Hardship (Payment Assistance) Policy

Understanding financial hardship

Financial hardship can affect any of us, often at times when we least expect. If you're unable to make a payment to VoIPcloud 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 unforeseen 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 your eligible for assistance, VoIPcloud 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:

  • spend controls
  • service restrictions and temporary plan downgrades at no cost, in respect of overall or specific services
  • payment plans
  • temporarily postponing or deferring payments
  • agreeing on an alternative payment arrangement
  • discussing and transferring to pre-paid service
  • discounting or waving of debt
  • waiving of late payment fees and cancellation fees

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 start an application by contacting VoIPcloud:

  • Phone: 03 9067 7700
  • Email: [email protected]
  • Operating hours: Monday to Friday 9:00 am - 5:30 pm Australian Eastern Time (excluding public holidays in Victoria)

Financial counselling services

  • National Debt Helpline
    • Call: 1800 007 007
    • Visit:
  • Small Business Debt Hotline
    • Call: 1800 413 828
    • Visit:

Have a complaint?

You can make a complaint concerning financial hardship by contacting VoIPcloud:

Download our Complaint Handling Policy

If your not happy with the outcome of your complaint, you can escalate your complaint to the TIO:

A quick search will help you find answers to most of the FAQ's.
If you are unable to find a solution from the knowledge base centre, please contact your service provider for technical assistance.