Payment Assistance

ALDI Mobile Payment Assistance

ALDI Mobile is a prepaid service provider; you will never owe us money. However, if you are having difficulty making a payment to recharge your service due to financial hardship, we are here to help.

Financial hardship means that you are unable to discharge your financial obligations owed to ALDI Mobile due to a range of circumstances that are listed in our Payment Assistance Policy.

Our commitment

We are committed to supporting customers who may require payment assistance due to financial hardship. Our priority is to keep you connected.

This policy explains how we assist customers requesting payment assistance, the support options available, and how you can apply — free of charge.

What is financial hardship?

Financial hardship can be short or long term and may be due to reasons like:

  • Personal or household illness
  • Unemployment
  • Low or insufficient income, including reduced access to income
  • Being a victim/survivor of domestic or family violence
  • A death in the family
  • A change in personal or family circumstances
  • A natural disaster
  • Unexpected events or unforeseen changes that have impacted income or expenditure
  • Other reasonable causes

Additionally, you believe you will be able to discharge your obligation to pay an owed amount if you enter into an arrangement for either short or long-term payment assistance, where this suits your personal situation.

How we help

If you are experiencing financial hardship, we may agree to:

  • Discount a bill
  • Waive a debt
  • Apply a credit to your account
  • Give you credit in exchange for payments you make
  • Transfer you to a different product that better suits your circumstances
  • Offer you a free non-automatic payment method

How to apply

You can apply for payment assistance using the below contact methods:

If you need help completing your application, let us know and our team can guide you through it. 

Customers experiencing short-term difficulty or domestic / family violence do not need to provide evidence.

What happens next?

Once you apply:

  • We will assess your application
  • You may be asked to provide information
  • We will get back to you within five business days of receiving your completed application
  • You will be given a reference number where you will be able to track the progress of your application through your chosen contact method

We aim to make this process simple and accessible.

Complaints and reviews

If you are unhappy with our decision or how we managed your application, you can:

  • Lodge a complaint with us: complaints@aldimobile.com.au
  • If you are still not happy, you can complain to the Telecommunications Industry Ombudsman (TIO):
    • TIO website: tio.com.au
    • Phone: 1800 062 058
    • Email: tio@tio.com.au
    • Fax: 1800 630 614
    • Post: PO Box 276, Collins Street West, VIC 8007

Making a complaint does not affect your eligibility for assistance or prevent us from supporting you.

Support Services

You can also get information and advice from:

  • TIO – details above
  • Financial counselling services

To find and contact a suitable financial counselling service, visit the Australian Government information page at moneysmart.gov.au/managing-debt/financial-counselling.