Payment Assistance | Spriggy Mobile

Our commitment

Spriggy Mobile is committed to helping customers who are experiencing financial hardship. Financial hardship assistance is free of charge and available to all eligible customers. Our goal is to keep you connected, and disconnection will only ever be used as a last resort.

What is financial hardship?

"Financial hardship" occurs when you are unable to meet your financial obligations under your agreement with us (for example, you are unable to afford a recharge to stay connected) due to circumstances including:

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; or
other reasonable causes,

and you believe you will be able to meet those obligations if you enter into an arrangement for payment assistance with us.

What assistance options are available?

If you're experiencing financial hardship, you have a right to apply for short- or long-term assistance. If you're eligible for assistance, Spriggy Mobile will work with you to agree on a solution that is realistic, appropriate, and tailored to your situation.

Depending on your circumstances, options for assistance that we have available include:

temporarily postponing, extending or deferring the time for paying a bill or recharge;
payment plans tailored to meet your ability to pay;
removing non-essential features of a telecommunications product at no cost;
transferring you to a different telecommunications product that better suits your circumstances;
controls on how you can incur charges, including spend controls; or
waiving a charge or debt, or discounting genuine amounts owed.

You can also contact us at any time for general help managing your payments.

How to apply

You can apply at no cost by contacting our team:

In-app chat use the in-app chat function available on the Spriggy app
Email support@spriggy.com.au
Post Spriggy Mobile, PO Box Q56, Queen Victoria Building NSW 1230

Hours: Monday to Sunday 9am to 5pm, and 10am to 4pm on NSW public holidays (AEST/AEDT)

If you need help in another language, you can contact the Translating and Interpreting Service (TIS National) on 131 450. If you have a hearing or speech impairment, you can contact us through the National Relay Service at www.relayservice.gov.au.

Download our full Payment Assistance Policy