Understand options for overdue accounts

• Late payment fee

If your bill isn't paid by the due date, a late payment fee may be applied to your account. Learn more about Late Payment Fees

• Overdue reminders

We'll try to contact you by text, email, phone, or letter to let you know your account is overdue and discuss ways we may be able to help.

• Impact on your credit report

Overdue accounts may be reported to credit reporting agencies and could affect your credit rating. Learn more about Comprehensive Credit Reporting 

• Your overdue account journey: key steps and timeframes

1. Payment due Payment due as reflected on your statement 
2. Next bill issued – Your next bill will include the missed payment, along with your current charges. Your account is now overdue 
3. Reminder sent – Approximately 7 days later we’ll contact you to let you know your account is overdue 
4. Possible service suspension – Approximately 5 days later, if payment hasn’t been received, your services may be temporarily suspended 
5. Disconnection notice – Approximately 4 days later, if payment hasn’t been received, we’ll contact you to let you know services may be disconnected 
6. Possible disconnection – Approximately 10 days later, your services may be disconnected and a final bill generated. This will include any remaining interest free payments and other outstanding amounts  
7. Reminder sent – Approximately 14 days later, we’ll contact you to let you know your account may be referred to an external collection agency if payment is not received
8. Referral to collection agency – Approximately 10 days later, your account may be referred to a collection agency. This would result in a default being placed on your credit report for 5 years and collection costs added to the outstanding balance  

Keeping track of your bill due date can help you avoid late fees and service interruptions. 

• View your balance, bill and due date anytime through MySpark.
• Set up a bill reminder in MySpark to receive an email or text message before your payment is due.
  
  Please note: Bill reminders are a courtesy service. It's important to make sure your bill is paid by the due date, even if you don't receive a reminder. 
  
• Check the due date on the front page of your bill. 
  
• If your current due date doesn't suit you, you may be able to request a different billing date. Request a different billing date.
  

Note: when you change your bill’s due date this will change all accounts associated with your customer record and will result in pro-rata billing on the next statement. 

• Can't find your bill? Phone 0800 000 000 to find out your next payment date. 
  

Most payments are updated automatically once we receive them, however some payment methods can take a little longer to process.  

Payments made on Fridays, weekends or public holidays make take longer to show. 

Before contacting us, please check: 

• The bank account you paid is correct. 
  
  • Spark’s bank account: 01-1820-0000123-000 
    
• Your bank has successfully processed the payment. 
  
• Enough time has passed for the payment method used (weekends and public holidays can delay processing). 

If you need time to pay, we encourage you to contact us as early as possible. We may be able to help with a payment arrangement that works for your situation. 

Short-term payment extensions

If you're able to meet future monthly payments but need a little extra time to pay your current balance, you may be eligible for a payment extension of up to 14 days. You can apply through MySpark or call 128 and select "More time to pay." 

Longer-term payment extensions

If a short-term extension isn't enough, we may be able to discuss a longer-term repayment plan based on your circumstances. Please contact us on 128 to discuss the options available. 

Financial hardship support

If you're experiencing ongoing financial hardship, we may have additional support options available. Examples of situations where hardship assistance may be appropriate include: 

• Loss of employment or a significant reduction in income. 
  
• Illness, injury or medical circumstances affecting you or your household. 
  
• Relationship separation or family changes affecting your finances. 
  
• Natural disasters or unforeseen events impacting your ability to pay. 
  
• Business closure or significant financial hardship. 

Please submit a hardship application as soon as possible so we can discuss the support available to you.

Apply here: Financial Hardship Policy 

Certain payment arrangements or hardship support may be reported to credit reporting agencies and could affect your credit profile.

Learn more here: Comprehensive Credit Reporting (CCR Data) at Spark 

If your account is overdue, we'll make reasonable attempts to contact you and let you know what action is required to avoid service interruptions. 

Depending on how we contact you, you will need to make payment within a specified timeframe to keep your services connected. 

If you're having difficulty paying, please contact us on 128 as soon as possible to discuss your options. 

If your services have been suspended due to non-payment, we're here to help get you reconnected. 

To reconnect your services: 

• Pay the outstanding balance on your account - you may be able to notify us of the payment and arrange reconnection via our IVR by following the prompts on your phone.  
• Alternatively, call 128 or 0800 498 728  (or 0800 800 123 from a non-Spark phone) to notify of payment or to discussion next steps for reconnection.
  

Please note that a reconnection fee of $43.50 per service applies. Find out more about reconnection fees