Financial Hardship Policy

Last updated: 15 October 2026

Our commitment

If you are having trouble paying for your Landie plan, tell us. We would much rather work something out than disconnect a child's phone.

Financial hardship means you want to pay your bill but you cannot do so right now. It is common, it is usually temporary, and asking for help does not affect how we treat you.

What counts as financial hardship

Hardship can be short-term or longer-term. Some of the reasons families come to us:

  • Loss of a job, reduced hours, or a business downturn
  • Illness, injury, disability, or caring responsibilities
  • Family violence
  • Separation or the death of a family member
  • A natural disaster
  • An unexpected large expense

This list is not exhaustive. If money is tight and the plan is part of the problem, that is enough to talk to us.

How to ask for help

Email hello@landie.com.au with the subject line Financial hardship.

  • You do not need to prove anything to start. We will not ask for documents before we assess you. If we need more information to offer a longer-term arrangement, we will ask for the least we can and explain why.
  • Someone can apply for you: a family member, a friend, a financial counsellor or another representative you authorise.
  • If you need an interpreter, call TIS National on 131 450 and ask for Landie Communications. If you are deaf or have a hearing or speech impairment, use the National Relay Service. TTY/voice 133 677, Speak and Listen 1300 555 727, relayservice.gov.au.

What happens next

We acknowledge your request Within 2 working days
We tell you our decision Within 5 working days of having the information we need
If we need more information We will tell you exactly what and why, and give you at least 5 working days to provide it

If we cannot offer what you asked for, we will tell you why in writing and explain what you can do next.

While we are assessing your request

We will not disconnect your service, move you off your paid plan, or start any credit or debt-recovery action while a hardship request is open. Your Landie keeps working normally.

What we can offer

We will work out an arrangement with you from the options below. What suits depends on your situation, and we will discuss it with you rather than impose one.

  • A payment plan tailored to what you can realistically afford
  • More time to pay, by postponing, extending or deferring the due date of a bill, without a late fee
  • Waiving all or part of a bill
  • Discounting a bill
  • A free way to pay that is not an automatic card payment, such as paying an emailed invoice when it suits you
  • Moving you to a plan that better suits your budget, including a temporary move to the free Landie-to-Landie plan, so your Landie keeps working for Landie-to-Landie calls and 000, you keep your number, and you can return to Landie Plus later
  • Suspending your plan without disconnecting your service or losing your number
  • A spend cap or bar on chargeable calls so no new charges build up

We will never charge you a fee for setting up or changing a hardship arrangement.

Keeping the arrangement on track

If something changes and you cannot meet an arrangement, contact us before you miss a payment. We will look at it again. We will only end an arrangement without agreement if we cannot reach you after making reasonable attempts, and we will tell you before we do.

Your privacy

We treat hardship information sensitively. It is only accessible to staff who need it to help you, it is handled under our Privacy Policy, and we do not share it beyond what is necessary or required by law.

If you are not happy with our decision

Contact us first at hello@landie.com.au and ask us to review it. We will acknowledge within 2 working days.

If you are still not satisfied, you can contact the Telecommunications Industry Ombudsman. The TIO is free for consumers:

  • 1800 062 058
  • tio.com.au

You can also contact the National Debt Helpline on 1800 007 007 for free, independent financial counselling.

About this policy

We publish this policy on our website, reference it on bills, and link it in any email we send you about a missed or failed payment. We review it at least annually. The policy owner is the Landie Communications directors.