Payment Assistance Policy Summary
If you’re a Crown Mobile customer and you’re having trouble keeping up with your regular payments,
we offer long-term and short-term assistance that can help take the pressure off.
You may find you need payment assistance if:
- Loss of a close family member
- Serious illness affecting you or someone in your household
- Domestic or family violence
- Unemployment
- Reduced income or financial pressure impacting everyday expenses
- Impacts from a natural disaster
These are only some of the reasons people might have trouble making payments, and we offer assistance in situations beyond those listed here.
How we can help
Payment assistance support is free of charge and tailored to your situation, which could mean:
- Providing additional time to make your payment
- Setting up a payment arrangement based on what you can reasonably afford
- Reducing or waiving selected fees and charges
- Applying restrictions to certain parts of your service where appropriate
- Moving you to a plan that better suits your current needs and situation
- Removing optional or non-essential service features at no additional cost
In some cases, we’ll also consider removing some of the debt on your account or applying a credit.
How to get payment assistance
To apply for payment assistance, get in touch with us using one of the methods below.
We know it’s not easy to ask for help – especially when it comes to money. We promise to be kind and discreet, and limit how much information we ask for as much as possible.
With your permission, a financial counsellor or authorised person can get assistance on your behalf.
Phone: 1300 276 966 (09:00AM to 06:00PM – 7 DAYS)
Email: support@crownmobile.com.au
Other financial support
You can also contact the National Debt Helpline (NDH) for help managing your payments. The NDH is a not-for-profit service that provides free financial counselling to help tackle debt, as well as connecting you with other helpful services.
Phone: 1800 007 007 (9:30am to 4:30pm, Monday to Friday)
Web: ndh.org.au
Complaints
If you think there’s something wrong with the way we’ve provided financial assistance, please let us know.
Phone: 1300 276 966
Email: support@crownmobile.com.au
Post: 204/66 Berry St
North Sydney NSW 2060 Australia
You can find more information at
https://www.crownmobile.com.au/complaint-handling-policy/
If you’re not happy with the way we handle your complaint, you can get in touch with the Telecommunication Industry Ombudsman (TIO).
Web: tio.com.au/complaints
Phone: 1800 062 058 (8am-8pm, Monday to Friday AEST)