IN TIMES OF NEED AND HARDSHIP

Our customers are at the heart of everything we do, so if you need a helping hand, we’re here to support you!

Through our support policies and resources, we are well equipped to help our customers in need find a sustainable solution towards maintaining telecommunications access.

OUR CUSTOMER SUPPORT

financial hardship policy

Financial hardship can happen to any of us and often when we least expect it. Tangerine 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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Disaster policy

At Tangerine, 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 Tangerine’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 Tangerine 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 .

"Excellent Customer Service. 10/10"

Basdenpaul, 12 Feb 2024

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