Please click here to view Kogan Mobile's Financial Hardship Policy
Financial hardship
At Kogan Mobile, we understand that life can take unexpected turns. If you're facing financial hardship, we're here to help. It is free to make an application or enter any financial hardship arrangement. Our customers have the right to apply for short term or long-term assistance whenever they need. Our priority is to keep you connected, with disconnection being a measure of last resort.
What is financial hardship?
Financial hardship can happen for many reasons including loss of income, personal or household illness, change in family circumstances, or because of natural disasters. Kogan Mobile considers financial hardship to be a situation where a customer is, or may be, unable to discharge their financial obligations owed to us or is experiencing other financial difficulties, and that customer considers they can make a payment for their service or discharge their financial obligation to us if an agreed arrangement for financial hardship assistance is implemented by us.
What are my options?
Some of the ways we can help you get back on track are:
- Temporarily postponing or extending a recharge
- Moving you to a lower cost plan
- Applying discounts to your service
- Applying a credit to your service
- Manual payment
- Offering alternative plans tailored to your ability to pay, including options with
reduced financial commitment
How can I get help?
At Kogan Mobile, we know financial stress can be challenging. Our team is expected to respond with empathy while balancing business needs. To apply or check your application, call 1300 056 426 or calling 12612 from your Kogan Mobile, Monday to Friday, 8am to 8pm AEST or email paymentassistance@koganmobile.com.au.
Our Care team will assess your situation and offer suitable options during the call or chat. If you agree, we’ll set it up immediately.
• For email requests, we’ll assess your application within 5 business days of receiving all required information.
If we determine you are not eligible, we will inform you immediately. If your circumstances change during the term of the arrangement, you must inform us within 14 days of the change in your situation. We will review your arrangement accordingly.
Where can I get further help?
The National Debt Helpline offers professional counsellors who can offer free and independent advice.
At Kogan Mobile, we are committed to providing accessibility for all customers whether that be the way you contact us or the products we develop. If we cannot reach an agreed outcome, you can lodge a complaint. If you’d like to seek a review or lodge a complaint, you can contact us. Alternatively, you can make a complaint or contact the TIO for support and advice.