At Pineapple Net, we’re committed to supporting our customers — especially during tough times. If you're experiencing financial hardship, we're here to help you stay connected.
What is Financial Hardship?
We consider financial hardship to be when a customer genuinely wants to pay their bills but is unable to due to their financial situation.
This could be caused by a range of circumstances, including:
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Loss of employment
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Illness or injury
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Family issues or domestic violence
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Unexpected expenses or competing financial priorities
Hardship may be short-term or long-term — either way, we’re here to assist.
How We Can Help
We encourage you to reach out to us as soon as you’re aware you might have difficulties paying.
The earlier we know, the more options we can explore together.
Depending on your situation, we may be able to offer:
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Moving you to a lower-cost plan
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Setting up a flexible payment arrangement
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Waiving late fees or cancellation charges
We’ll work with you to find the best solution and document the agreed plan so everyone’s clear on the next steps.
How to Contact Us
If you need support, please get in touch with our friendly Accounts Team:
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Call us: 1300 857 501 (Monday to Friday, 9am–5pm)
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Email us: accounts@pineapple.net.au
We promise to listen without judgement and handle your situation with care and confidentiality.
Not Happy With the Outcome?
If you’re not satisfied with the solution we offer, you can lodge a complaint by emailing complaints@pineapple.net.au
We’ll work with you to resolve any concerns fairly.
Additional Support
There are independent services that offer free financial counselling, including:
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National Debt Helpline: 1800 007 007
You’re not alone — help is available.
Click here to view our full Financial Hardship Policy