If you are a Starlink customer and are facing financial hardship, we want you to know we are here to help and you have a right to apply for assistance. We are committed to helping customers in financial hardship situations to remain connected. Any help we can give will depend on your individual circumstances and will be free of charge. We provide help on a case-by-case basis and use service disconnection only as a measure of last resort.
Customers are eligible for financial hardship assistance from Starlink if they are unable to discharge their financial obligations as a result of 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, please do one or both of the following:
• Log into your account online at www.starlink.com and open a ticket, indicating that you are facing financial hardship, the reasons for your hardship and the assistance you are requesting. • Email us at starlinkresolutions@spacex.com with “Payment Assistance Request” in the title of the message and a description in the body of the email of your financial hardship and the assistance you are requesting.
Our personnel will help if you have accessibility requirements, a disability, come from a non-English speaking background or need to nominate an authorised representative or advocate to communicate with us on your behalf.
Applications may be made 24 hours per day, 7 days per week. You can monitor the status of your application by logging into your account on www.starlink.com. We will only request proof of financial hardship from a customer if it appears that the arrangement will need to be for long term assistance (more than 3 billing cycles) and the amount to be repaid is more than $1,000; the customer has been a customer for less than 2 months; or we reasonably believe there is a possibility of fraud. The evidence we may request will depend on the basis of your claim for financial hardship but may include copies of bank statements and/or information from your employer or doctor. Customers seeking short term assistance (3 or fewer billing cycles) or who are victims of domestic or family violence are not required to provide evidence to support their application.
Any information customers provide will be treated as strictly confidential.
We will assess the information you provide to determine whether your situation amounts to financial hardship as described above. 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; and/or transferring you to a different product that better suits your circumstances.
We will complete our assessment of your application as soon as possible but in any event within 5 business days of receiving your application. We will then communicate the outcome of our assessment within 2 business days after completion.
If you disagree with the outcome of your application, you can lodge a complaint with us. To view our Complaints Handling Policy, please click here. You may also submit a complaint to the Telecommunications Industry Ombudsman (TIO) by following the process on its website. Making a complaint does not preclude you from agreeing to an arrangement for financial hardship assistance.
If you are experiencing more serious financial difficulties, you may also wish to seek free and independent advice from a community Financial Counsellor. You can talk to a Financial Counsellor by calling the National Debt Helpline on 1800 007 007 between 9.30am – 4.30pm Monday to Friday. You will be transferred to the service for your state.
You can also visit MoneySmart.gov.au information to find your nearest financial counsellor and the TIO’s website for more information on support services for customers in financial hardship.