We’ll keep you in the loop, and give you chances to catch up.
We understand that life can throw curveballs. If your account falls behind, we follow a clear and fair process to help you stay informed and get back on track. Remember: if you need to talk to us about your payments or require an extension, get in touch with us as soon as you can. We’re always happy to discuss ways to accommodate your situation.
🧾 Step 1: Invoice Issued
Your invoice is sent with a set due date, usually 15 days after the invoice is issued. This is your first heads-up.
🔔 Step 2: Payment Reminders
If payment isn’t received by the due date, we’ll send one or more reminders via SMS and email, usually within 7 days. You’ll also receive a formal reminder notice (via email or post) 3 days after your original due date.
⛔ Step 3: Service Suspension
If your account remains unpaid 7 days after the reminder notice is sent:
You’ll get a suspension notice via email or post, plus an SMS reminder 3 to 4 days after that.
If payment still isn’t received within 7 days of the suspension notice, your service may be temporarily suspended — meaning no calls, data, or usage.
Your account remains active and billing continues.
Once payment is made, your service will be restored.
❌ Step 4: Service Disconnection
If the account is still unpaid 7 days after suspension:
A disconnection notice will be sent via email and post.
You’ll have 7 more days to make payment before your service is permanently disconnected.
This may result in loss of your phone number and require a new setup if you wish to reconnect.
You will receive a final notice via email and post requesting your owed payment before referral to a debt collection agency.
🧾 Step 5: Debt Recovery (if applicable)
If your account remains unpaid 30–60 days after disconnection, it may be referred to a debt collection agency. In some cases, it may be escalated to our corporate lawyers for formal recovery.
Need Support?
To request a payment extension, please contact us before your due date. We’ll assess your account and help set up an arrangement that fits your situation.
You can request an extension by:
📞 Calling our Customer Service team at 1300 228 123 (Mon–Fri, 8:30 AM – 5:30 PM AEDT)
📧 Emailing us with your account number and a brief reason for the request at customerhelp@bendigotelco.com.au
🌐 Logging into your SmartCentre account and submitting a request via the Billing section
If you're going through a tough time, you're not alone; and you don’t have to navigate it alone either. We have support options available for customers experiencing financial hardship. You can read our Financial Hardship Policy here.
