Seglo Phone Payment Assistance Policy
Last updated: 28 July 2026
Provider: SEGLO PTY LTD (ABN 65 694 776 488) ("Seglo", "we", "us", "our")
If you are having trouble paying for your Seglo Phone service, contact us. We would rather help you stay connected than disconnect you.
This Policy sets out the assistance available and how to ask for it. It forms part of the Seglo Phone Terms of Service (clause 11.6).
1. Who this Policy applies to
This Policy applies to Seglo Phone customers who are residential customers, small business customers or not-for-profit organisations and who are experiencing financial difficulty — whether short-term (illness, a late payment from your own customers, a seasonal downturn) or longer-term.
You do not have to be in arrears to ask. You can ask before you miss a payment, and we encourage you to.
2. How to ask for help
| Channel | Details |
|---|---|
| Phone | 0480 080 030 — Monday to Friday, 9am to 5pm (Sydney time) |
| support@seglo.ai | |
| Online | seglo.ai/contact |
| In-app | Support → Contact us |
Say that you are having difficulty paying. You do not need to use particular words, and you do not need to provide evidence to start the conversation.
You may ask someone to act for you — a family member, friend, financial counsellor or legal representative. Tell us who they are and we will deal with them.
There is no charge for requesting or receiving payment assistance, and asking for it will not affect your credit record with us.
3. What we will do, and when
- We will acknowledge your request within 2 working days.
- We will discuss your circumstances with you and, where relevant, ask for information we reasonably need to assess the request. We will only ask for what is necessary.
- We will tell you our decision within 5 working days of having the information we need.
- If we offer assistance, we will confirm the arrangement in writing, including what you will pay, when, and for how long.
- If we decline, we will tell you why in writing, tell you how to have that decision reviewed, and tell you that you may take the matter to the Telecommunications Industry Ombudsman.
We will not require you to accept a form of assistance that we know you cannot afford.
4. What assistance can look like
We will work with you to find an arrangement that fits your situation. Options include:
- A payment plan — paying an outstanding amount in instalments over an agreed period.
- An extension of time to pay a bill.
- A temporary reduction or waiver of charges, in appropriate circumstances.
- Moving to a lower-cost arrangement better suited to your usage.
- Temporarily restricting spend — for example, capping usage charges so a bill cannot grow while you catch up.
- Discussing whether the service still suits you, including options to reduce or cease services you do not need.
We will explain the options that are realistically available to you and the consequences of each, including any effect on your service.
5. While you are receiving assistance
While an agreed payment arrangement is in place and you are meeting it:
- We will not disconnect your service for the amounts covered by the arrangement.
- We will not commence debt recovery or credit action for those amounts.
- We will keep your service connected, subject to your ongoing usage being within any agreed limits.
If you cannot meet an arrangement, contact us before it falls over. We will discuss revising it. An arrangement that stops working is a reason to talk to us, not a reason for us to stop helping.
6. Before we take credit management action
We will not suspend, restrict, disconnect or commence recovery action against you for a disputed or hardship-affected amount without first:
- telling you what is owed and by when;
- telling you that payment assistance is available and how to ask for it;
- giving you a reasonable opportunity to ask; and
- considering any request you make.
If you have an unresolved complaint with us or with the TIO about an amount, we will not take credit management action for that amount while it is being resolved.
Porting is never withheld. If you owe us money, that amount remains payable and we may recover it separately, but we will not refuse or delay a valid request to port your number to another provider because of it.
7. If you are not satisfied
If you are unhappy with our decision or how we handled your request, you can:
- Make a complaint under our Complaints Handling Policy; and
- Refer the matter to the Telecommunications Industry Ombudsman — free and independent — on 1800 062 058 or at tio.com.au.
8. Free financial counselling
Free, independent and confidential financial counselling is available:
- National Debt Helpline — 1800 007 007 · ndh.org.au
- Small Business Debt Helpline — 1800 413 828 · smallbusinessdebthelpline.org.au
9. Changes to this Policy
We may update this Policy from time to time. The current version is always available at seglo.ai. If we make a material change, we will give reasonable notice.
10. Contact
| Phone | 0480 080 030 |
| support@seglo.ai | |
| Online | seglo.ai/contact |
| Post | SEGLO PTY LTD (ABN 65 694 776 488), Level 1, 63-73 Ann Street, Surry Hills NSW 2010 |