4 steps if you need help paying bills
Most people struggle with paying bills at some point in their life. The important thing is to address the issue and communicate with the organisation you owe money to sooner rather than later.
May 2021 – 6 minute read
Key takeaways from this article:
- Work out what you can afford to pay
- Contact the organisation you owe money to
- If you can’t agree dispute it
- Contact the National Debt Help line
- Other contacts
Here are 4 steps that may help you.
1. Work out what you can afford to pay
By looking at your current financial position and understanding where your money comes from and goes to, you can create a budget. A budget should allow you to know what you can afford to pay. This could help in any discussions you have with the people you owe money to our ‘Managing Money Guide’ sets out how to create a budget and get your finances back on track.
2. Contact the organisation you owe money to
The sooner you speak to the organisation the better. Most organisations would prefer to help you and find a solution, but they can’t do this unless they know what your situation is. Ask to speak with the most appropriate team to discuss your difficulties in paying.
Write down all your conversations and keep all your emails and correspondence so you can refer to what you agreed later, if you need to.
What an organisation can do for you will depend on the organisation and your specific difficulties, here is a list of what they may be able to do
- Defer payment until you can afford to pay. (if you are paying by direct debit, consider contacting your bank and stopping these payments until an arrangement is reached)
- Arrange a payment plan.
- Change the frequency of payments. For example, weekly instead of monthly.
- Waive some fees of penalties.
- Find a cheaper product or service that you can afford.
- Make you aware of any concessions you may be entitled to and other government or charitable organisations that may be able to help you.
3. If you can’t agree, dispute it.
If you can’t come to a resolution that you consider fair, then ask the organisation who you can dispute this with. Many organisations have dispute resolution services that are run by an industry body or the government. Sometimes they may have an ombudsman. There is a list of some of the organisations you can contact below.
4. Contact the National Debt Help line
If you would like to speak to someone about your financial position the National Debt Helpline is a not-for-profit service that helps people tackle their debt problems. Their professional financial counsellors offer a free, independent, and confidential service. They are simply there to help you get back on track.
Other contacts
For specific bills that you may be having trouble with, we have detailed some contacts that may be able to help. Contacts may change over time, so we recommend you undertake your own research to confirm the contacts are correct and right for you.
Phone and internet
- Contact your service provider to ask for a payment extension or instalment plan.
- If you can’t reach an agreement, ask if they have an independent dispute resolution service
- If you are still dissatisfied lodge a complaint with
- National: Telecommunications Industry Ombudsman - 1800 062 058
Utilities (Electricity, Gas and Water)
- Contact your service provider to ask for a payment extension or instalment plan.
- If you can’t reach an agreement, ask if they have an independent dispute resolution service
- If you are still dissatisfied lodge a complaint with
- ACT: ACT Civil and Administrative Tribunal - (02) 6207 1740
- NSW: Energy & Water Ombudsman NSW - 1800 246 545
- NT: Ombudsman NT - 1800 806 380
- QLD: Energy and Water Ombudsman Queensland - 1800 662 837
- SA: Energy and Water Ombudsman South Australia - 1800 665 565
- TAS: Energy Ombudsman Tasmania - 1800 001 170
- VIC: Energy and Water Ombudsman (Victoria) - 1800 500 509
- WA: Energy and Water Ombudsman (Western Australia) - 1800 754 004
Rent
- Contact your landlord and ask for their help
- If you are dissatisfied with the outcome contact your states Tenant Union for advice.
- ACT: Legal Aid Tenancy Advice Service - 1300 402 512
- NSW: Tenants NSW - 1800 251 101
- NT: Tenants’ Advice Service, Darwin Community Legal Service - 1800 812 953
- QLD: Tenants Queensland - 1300 744 263
- SA: Tenants’ Information and Advocacy Service - N/A
- TAS: Tenants’ Union of Tasmania - 1300 652 641
- VIC: Tenants’ Union of Victoria - (03) 9416 2577
- WA: Tenancy WA - (08) 6148 3636
Banks
- Contact your bank and advise them of your situation. Everyone’s circumstances are different so they’ll work you to find the best solution.
- If you can’t reach an agreement, ask if they have an independent dispute resolution service
- If you are still dissatisfied lodge a complaint with
Rates
- Contact your local council to discuss payment options.
- Depending on your situation, you may be eligible for subsidies or concessions from your state’s revenue office.
- ACT: ACT Revenue Office - (02) 6207 0028
- NSW: Service NSW - 13 77 88
- NT: NT.GOV.AU - (08) 8999 5511
- QLD: Queensland Government - 13 74 68
- SA: SA.GOV.AU - 1800 307 758
- TAS: Tasmanian Government - 1300 135 513
- VIC: Victoria State Government - 1300 650 172
- WA: Concessions WA - 1300 368 364
Fines
- Contact your states revenue office or police to discuss payment options.
- ACT: Australian Federal Police - N/A
- NSW: NSW Government Revenue - N/A
- NT: NT.GOV.AU - 1800 111 530
- QLD: Queensland Government - 13 74 68
- SA: Government of South Australia - 1800 659 538
- TAS: Tasmanian Government - 1300 366 776
- VIC: Fines Victoria - (03) 9200 8111
- WA: WA Government - 1300 650 235
Remember, the sooner you let organisations know your financial position generally the better the outcome. Most organisations will listen and help, if they know what your situation is. However, if you do not feel comfortable to talking directly to the organisations you owe money to, you could talk to an independent financial counsellor at the National Debt Help line, telephone 1800 007 007.
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Things you should know
This information is general in nature and has been prepared without taking your objectives, needs and overall financial situation into account. For this reason, you should consider the appropriateness for the information to your own circumstances and, if necessary, seek appropriate professional advice.
© Westpac Banking Corporation ABN 33 007 457 141 AFSL and Australian credit licence 233714.