Level 2

Where can I go to discuss time to pay or an extension prior to disconnection?

Am I able to email as I have no voice due to being sick
Thank you,

Hi @Mtrimarchi91 , please send us a private message with your TPG customer ID, username and complete address so we can pull up the account and assist with your concern.


To send a PM, please refer to this link: How do I private message (PM) in the community 


Hi @Mtrimarchi91


I am stepping in as Riezl is currently out of office today. I definitely understand what you are going through specially in the height of this pandemic. We have a Financial Hardship Policy for our customers that 

meet their financial commitments due to one or more contributing factors such as:

  • Loss of employment of you or a family member
  • Illness, physical incapacity, hospitalisation or mental illness of you or a family member
  • Family breakdown
  • A death in the family
  • Being a victim of domestic or family violence
  • Natural disaster
  • Other factors resulting in an unforeseen change in your capacity to meet payment obligations, whether through a reduction in income or through an increase in non-discretionary expenditure
  • Loss of employment / financial impacts associated with COVID-19

To request assistance, complete the form at


You may also contact our Financial Hardship team by emailing or calling 1300 056 356:

Monday - Friday                                8am - 9pm AEDST
Weekends and public holidays          9am - 6pm AEDST
Closed Christmas Day and New Year’s Day
The earlier you contact us, the better. Discussing your situation gives us the opportunity to help you manage your financial hardship and keep your services connected. We endeavour to act with compassion and sympathy, and to accept reasonable arrangements, taking into account each customer’s individual circumstances and the services supplied.


For more information, please visit


If you need anything else, do not hesitate to let us know. 


Best regards,