We understand that sometimes unexpected events happen and that can affect your ability to meet your financial obligations.
You are not alone. We're here to help.

Life's Challenges

From time to time, you want to pay your bills but don't have the money to do so.
This can be events such as:

  • Unemployment/income reduction
  • Ongoing injury or illness
  • Family breakdown
  • Family violence
  • Natural disaster

If you're finding things tough, please reach out to us.

Our Customer Care Team specialise in working with you if you're finding things tough financially.
We'll talk you through your circumstances to understand
what options are available to help improve your situation.

Our priority is to help you get up to date with your payments and back on track. The sooner you talk to us, the better.

Even if you think you may miss a payment,

contact us on 1300 10 1234 (during business open hours)

We may be able to offer you a range of options including short or long term payment arrangements, review of
your current plan to ensure it suits your needs or discuss pre-paid or SIM only options.
Our service includes tools to assist you to monitor and manage the charges you incur:

  • You will receive an SMS when you have reached 50%, 85% and 100% of your data allowance
  • You will receive an SMS when you have reached 50%, 85% and 100% of your call allowance


Monitor your usage via

My Account portal or the Woolworths Mobile App

Starting the process

If you are experiencing financial difficulties and require some assistance, we can make a personalised instalment plan,
contact us on 1300 10 1234 and our team will tailor a solution for you.

To fully understand your situation, we may ask questions about your circumstances or request supporting documentation but please know that this information is strictly confidential.

More information about our Hardship Policy can be found at:

Need more help?

You can contact an independant financial counsellor from anywhere in Australia by ringing 1800 007 007 (Opening hours are 9:30am - 4:30pm Monday to Friday). This number will automatically switch through to the service in the state or territory closest to you.

Financial Counselling

Alternatively, you can find the financial counselling service nearest to you by visiting the Financial Counselling Australia website.
Your Financial Counsellor will need to provide authority to speak on your behalf when you contact Woolworths Mobile. See below for resources and organisations that are available to you: