Struggling with your bill?
We have a plan for that.
Not a hotline. Not a form. An actual plan, on the menu — $32 a fortnight for full, unlimited broadband. Yours on request.
The Hardship Plan
25/10 Mbps NBN — Unlimited Data
- Unlimited data — no shaping, no caps
- Available on all NBN fixed-line and fixed wireless technologies
- Fortnightly billing, aligned to your pay day
- No lock-in — move to any plan at any time
- Full, unthrottled service — connected or not, never half-way
- Same email and WhatsApp support as every other customer
Upcoming price change: From 1 July 2026, the fortnightly charge for this plan will decrease to $27.50/fortnight ($59.58/month equivalent, inc. GST). No action required — your billing will update automatically.
The Broadband Wantok Pool
If even $32/fortnight is out of reach, our Wantok Pool — funded by the community and matched by HIT Pacific — can cover your costs while you’re getting back on your feet. Learn more about the Wantok Pool →
How to access the hardship plan
Self-service in your portal
Log in to your HIT Pacific account and select “Move to hardship plan” under billing. No phone call required. Takes 30 seconds.
Message us on WhatsApp and tell us what’s going on. We’ll move you across, no interrogation required.
Starting on hardship
You don’t need to be a customer first. If you need the hardship plan from day one, select it during sign-up. It’s on the menu.
Our commitments to you
No throttling, ever. When you’re on the hardship plan, your service runs at 25/10 Mbps NBN speed. We do not throttle or shape services. A customer in hardship is connected or they’re not — we don’t do half-measures.
Payment arrangements. If you miss a payment, we don’t immediately disconnect. We’ll send you a message, give you time to sort it, and work with you on a payment arrangement if that’s what you need. We’ll only disconnect as a last resort, and we’ll always tell you in advance.
Need more time to pay? If you need a few extra weeks, contact us and we’ll extend your due date. The full amount remains payable — this is about giving you breathing room, not adjusting the bill.
Moving back to a standard plan. When you’re ready to move up, there’s no waiting period and no penalty. Switch in your portal the same day.
No disclosure required. You don’t need to explain your situation to us. No documentation or proof of circumstances required — just ask, and we move you across.
What hardship is not:
- Not a shared or throttled service — full NBN, same infrastructure as everyone else
- Not a permanent concession card rate — it’s a temporary option while you find your feet
- Not subject to credit checks or eligibility assessments
- Not available on the share house bill split plan (the margin structure doesn’t support it)
This policy is maintained in compliance with the Telecommunications Consumer Protections (TCP) Code Part 9 — Financial Hardship. If you have concerns about how we’ve handled a hardship request, contact us at hello@hitpacific.com.au. Formal complaints can be lodged at the Telecommunications Industry Ombudsman (TIO).
Free financial counselling
If you’d like independent advice on managing debt or household budgeting, a free financial counsellor can help. You don’t need to be in crisis — they’re there for anyone doing it tough.
- National Debt Helpline — 1800 007 007 (free call, 9:30am–4:30pm Mon–Fri)
- Live chat at ndh.org.au (9am–8pm Mon–Fri)
- Find a local counsellor at ndh.org.au/find-a-counsellor
Connectivity shouldn’t be a luxury.
If you need the hardship plan, reach out — by any channel, at any time. No questions, no scripts, no waiting.
This page fulfils the TCP Code Part 9 requirement for public visibility of financial hardship assistance.