Understand options for overdue accounts

• If a bill is left unpaid after the due date, you'll first be charged a late fee. Find out more about late fees
• Your services may be suspended. This means you won't be able to use your landline, broadband or mobile phone.

• You can find out when your bill is due by using MySpark. Sign in to MySpark
• You can get a reminder notification three days before your bill is due, either by email or, if you have a Spark mobile, via text. You can set up the reminder in MySpark. Set up bill due notification
  
  Note: The bill reminder notification is a courtesy reminder only and customers are still required to pay their bill by the due date.
• The date you need to pay your bill by is on the front page of your bill. It's beside the Current charges heading. 
• Change the date you pay your bill by filling out the Change bill statement date form. Go to Change Bill Statement date form
• Can't find your bill? Phone 0800 000 000 to find out your next payment date

Note: When you change your bill's due date, the dates that the charges on your bill relate to will likely change. This will show on your first bill after you make the change. 

We’ll update your balance as soon as we’ve received your payment. Depending how you make your payment, it may take a few days to show. 

Some payment methods, such as direct debit and internet banking, take up to 24 business hours to process. If made on Fridays, weekends and public holidays, these payments will take longer to show.

• Double check the account number you used to pay us is correct
  • Spark bank account: 01-1820-0000123-000
    
• Check to see if your bank declined your payment

Short-term payment extension

If you can meet future monthly Spark charges, but require a short extension to pay your current bill or any outstanding amounts from previous bills, you may be eligible for a short-term payment extension for 7-14 days. If you want to apply for this, please do so online via MySpark or call 128 and select the ‘More time to pay’ option.

• We may be able to arrange a payment extension for you. Some conditions apply. Find out if you're eligible. Sign in to MySpark
• Let us know if your phone needs to stay connected because of a medical condition. Complete the Medical Dependency form. View Medical Dependency form

Long-term payment extension

If a short-term extension will not meet your needs, you may be eligible for a longer term payment arrangement. To discuss your account and these repayment terms please call our billing team on 128 and select the ‘More time to pay’ option.

Hardship support

If you feel that a short-term payment extension is not enough to address your current situation, hardship support may also be an option. You will need to apply for hardship support, and we'll discuss options with you that might help your individual circumstances. Please note that should your application be approved this may impact your credit bureau score.

There are several situations that may make you eligible for hardship support. These include recent changes in circumstances, such as:

• A natural disaster has adversely affected your income or household situation.
• You recently experienced an unforeseen significant event that is adversely affecting your finances (such as the COVID-19 pandemic).
• Your business closed temporarily or permanently or, is experiencing significant financial distress due to unforeseen events such as the COVID-19 pandemic.
• You or a household member who contributes to the payment of bills has lost their job recently or your income has significantly reduced.
• You have recently suffered an illness or injury impacting your ability to work.
• A family member has recently become ill or unable to work, adversely impacting your family income and/or significantly increasing your expenses.
• A relationship break-up is making it difficult for you to meet your financial commitments.

If any of the above (or similar circumstances) apply, please get in touch with us as soon as possible by submitting a hardship application so we can work with you on options to address your situation.  View Financial Hardship form

• If you haven’t paid your bill, we’ll try contacting you to let you know your account is overdue. We’ll do this by sending you one of the following: phone message, text, email or reminder letter. Note these are not guaranteed.
• We may be able to arrange a payment extension for you. Some conditions apply. Find out if you're eligible. Sign in to MySpark
• Depending if you get a phone message, text, email or a letter, you'll need to pay the full amount within:
  • Two days of receiving a phone message or text
  • Seven days of the date on the reminder letter or email

• Within seven days of your service's suspension, pay your account in full to have your service reconnected. Otherwise, you can call 128 to talk to us about your options.
• There are a variety of ways to pay your account. Find out about ways to pay
• Once you've paid your account in full, call 128 for reconnection (or 0800 800 123 from a non-Spark phone)
• A reconnection fee of $43.50 per service applies. Find out more about reconnection fees