felix is about doing the right thing by our customers. If you’re facing financial hardship, we’re here to help. We recognise that financial hardship can happen for many reasons including loss of income or property, sudden illness or injury, change of family circumstances or as a result of natural disasters such as COVID-19, bushfire, flood, earthquake or drought. It can affect your financial situation for a short while or you may need assistance for longer
What are my options?
As a month-to-month prepaid subscription service, some of the solutions we offer include:
• There are no late or cancellation fees on any felix plans
• The are no excess data fees on any felix plans
• You can pause your subscription service on any felix plan
• You can schedule a plan downgrade at the time of your next renewal (details of our pre-paid plan options here)
• We will automatically extend your service for two days after a renewal payment failure on any felix plan
Where can I get further help?
If you need more assistance, you can call the National Debt Helpline on 1800 007 007 to get free and independent advice from a financial counsellor over the phone. They are available between 9.30am-4.30pm from Monday to Friday. You can also find a financial counsellor in your local area online.
Here are other resources and organisations that you might find useful.
• National Relay Service (1800 555 660)
• Translating and Interpreting Service (131 450)
• 1800 Respect (1800 737 732)
• Kids Helpline (1800 55 1800)
• Lifeline (13 11 14)
• Beyond Blue (1300 224 636)
• Department of Human Services
• Mensline (1300 789 978)
How can felix help?
Our local team of digital care agents are available to chat with you 8am – 8pm weekdays and 9am to 6pm weekends and public holidays, Sydney time.
We won’t require any formal financial information from you to discuss financial hardship. Based on the information you’re comfortable with providing, our digital care agents will work with you to determine the best solution to suit your financial situation.
If you're experiencing financial hardship, give us a shout.
WiFi calling on iPhones
From 1 December 2025, the following iPhones will no longer support felix Wi-Fi calling on felix:
- iPhone 6S
- iPhone 6+
- iPhone 7
- iPhone 7+
- iPhone SE (Gen 1)
If your mobile handset is impacted by this change and you are experiencing financial hardship, please contact us for assistance. A range of financial hardship assistance options are available to help you stay connected.
3G Network Closure
If your mobile handset is impacted by the 3G network closure and you are experiencing financial hardship, please contact us for assistance. A range of financial hardship assistance options are available to help you stay connected, including free a handset. You can find further information about the 3G network closure and if your handset is affected on our support page: More information on the 3G network closure.
How can I make a complaint?
If you feel like we're in the wrong at any time, we want to know. You can also make a complaint directly to us.
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