Times of Need And Hardship

Our Customer Support

Financial Hardship Policy

Financial hardship can happen to any of us and often when we least expect it. More are committed to helping our customers facing financial hardship maintain telecommunications access. We will work with you to help you respond to financial difficulty, whether temporary or long-term.

Any help we can give will depend on your individual circumstances, and we provide help on a case-by-case basis, so we encourage you to contact us to work together to find a sustainable solution.

If you need a payment extension you can submit a request to Customer Service in the Self Care Portal.

For information on eligibility please see our Financial Hardship policy here.

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Domestic and Family Violence Support

We are taking Domestic and Family Violence seriously.

If you or someone you know is or has been affected by domestic and family violence, we are here to support you.

Our Customer Service team can refer you to specialist team members who have been trained to assist people who are experiencing domestic and family violence. We will treat you with respect and empathy, and we will do everything we can to help, while also complying with our industry guidelines.

For information on how our team can support you, click the button below to view our Domestic and Family Violence Support FAQ

TIP: if you’re worried that someone will look at your browser history, you can right click on the button and open the link in a private/incognito window.

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Disaster Policy

At More, we recognise that living in Australia's climate can bring many challenges - including fires, flooding and other natural disasters.

We know firsthand the devastating impact of such events with many of More’s team members based in regional parts of Australia including Bendigo, Mudgee and Ulladulla, which are more prone to natural disasters.

It is for this reason we understand that our customers impacted by natural disasters will often need that extra bit of support. At our discretion, we can offer flexible temporary support options by individual arrangement with affected customers.

What support is needed will vary depending on the impacts from the disaster event, as well as each customer's individual needs, so we encourage you to get in touch with our friendly customer support team to talk about how we can best assist you during this time.

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Other Helpful Resources

  • National Relay & Interpreting Service

If you have a disability or English isn’t your first language, the Australian Government provides services to assist in understanding and communicating with us.

The National Relay Service contact number is 133 677.

  • Appointment of Advocate or Authorised Representative

You can appoint an advocate or authorised representative to act on your behalf when making an enquiry regarding your More account.

This can be done by logging into the Self Care Portal selecting 'Account' and then 'Authorised Contact' from the dropdown menu. Click on the 'Add Contact' button, fill out the form with your Authorised Contact's details and click the 'Save' button.

  • Request for Alternative Document Formats

We are happy to make any documentation available in alternative format on request to better suit your needs. For example, larger print, braille, or alternative electronic format.

Please contact our Customer Service team to request this on 1800 211 112 or by submitting a Customer Service Enquiry Case in the Self Care Portal.