Having trouble paying your bill? BITS Internet can help. We offer payment
plans, more time to pay, fee waivers, and cheaper plan options, for
small business and not-for-profit customers. Ask us on
1300 248 795 or [email protected], at any time, including before a
bill is overdue. We will respond within 5 working days, put any arrangement in
writing, and keep your service connected while it is being kept to. Our full Payment Assistance Policy is below.

Who this is for

If you are having trouble paying a BITS Internet bill, this policy explains the
help available and how to ask for it. It applies whether the difficulty is
short term, such as a major customer paying late, or longer term, such as losing a
key contract, a natural disaster affecting your premises, or the owner falling ill.

Asking for help does not affect your service or your standing with us.

How to ask

Phone 1300 248 795
Email [email protected]
Post BITS Internet Pty Ltd, 4 Watts Drive, Varsity Lakes QLD 4227

You can ask at any time, including before a bill is overdue. Someone you
authorise, such as a colleague, your accountant, a financial counsellor or an
advocate, can deal with us for you.

What happens

  1. We listen and do not judge. Tell us what you can manage. We will ask only
    what we need to understand your situation.
  2. We assess quickly. We will tell you within 5 working days whether we
    can help and what we are offering. If we need more information, we will ask
    once and clearly.
  3. We put the arrangement in writing, including what you pay, when, and what
    happens if something changes.
  4. We keep the service on while an arrangement is in place and being kept
    to.
  5. We review it with you if your circumstances change, in either direction.

If we cannot offer what you asked for, we will tell you why, and tell you how to
have that decision reviewed, including your right to take it to the
Telecommunications Industry Ombudsman.

The help we can offer

Depending on the situation, we can:

  • agree a payment plan over a period that suits your circumstances;
  • give you more time to pay a particular bill;
  • waive or reduce late fees;
  • restrict a service temporarily to reduce spend, rather than disconnect it;
  • move you to a plan that costs less, where one suits your usage;
  • spread the cost of equipment already supplied;
  • discuss a debt already incurred, including how it is recovered.

We will not require you to take a more expensive plan as a condition of
assistance.

What we ask of you

  • Tell us early. The sooner we know, the more options there are.
  • Keep to the arrangement, or tell us if you cannot, so we can adjust it.
  • Keep your contact details current.

While an arrangement is in place

  • We will not disconnect a service for the amounts covered by the arrangement.
  • We will not refer those amounts to a debt collector.
  • We will not charge you for entering into the arrangement.

Privacy

What you tell us is kept confidential, is used only to assess and manage
assistance, and is held under our privacy policy.

Complaints

If you are unhappy with how we have dealt with your request, see our Complaint Handling Policy. You can also contact the Telecommunications Industry
Ombudsman on 1800 062 058 or at tio.com.au.

Review

We review this policy at least every two years, and whenever the rules change.

Last updated: 2 October 2026