The Starlink Payment Assistance Policy provides information to customers facing financial hardship. Financial hardship is the inability to discharge your financial obligations to Starlink due to personal or household illness; unemployment; low or insufficient income, including reduced access to income; being a victim survivor of domestic or family violence; death in the family; change in personal or family circumstances; natural disaster; unexpected events or unforeseen changes that have impacted the customer’s income or expenditure; or other reasonable causes.
To make an application for assistance, you can log into your account at starlink.com and open a ticket or email us at starlinkresolutions@spacex.com. You have a right to apply for short term or long term assistance.
We will consider several options for assistance depending on your circumstances, including temporarily postponing, extending or deferring the time for paying a bill; discounting a bill charge; applying a credit to your account; waiving a debt; payment plans tailored to your ability to pay; or transferring you to a different product that better suits your circumstances.
If you are dissatisfied with our decision on your application, you can submit a complaint to the Telecommunications Industry Ombudsman by following the process at tio.com.au.
Customers can contact financial counselling services through the National Debt Helpline at 1800 007 007, MoneySmart.gov.au and tio.com.au.