This guide helps with
- Understand that a fixed, limited income is taken into account
- Know that essentials come before any payment to us
- Learn how to set up a small, manageable arrangement
- Understand what to do if even a small amount is too much
- Find free help suited to people on a low income
5 min read
You're not alone
If you are living on a pension or government benefits, your income is fixed and your essentials — rent, food, power, medicine — must come first. Plenty of people in this position worry about an account, and we want to reassure you: a limited income is taken seriously, and any arrangement should fit comfortably around the things you cannot go without.
You should never feel you have to choose between paying us and keeping the lights on. Tell us your situation and we will work within it.
What you can do
On a fixed income, the right arrangement is usually a small, steady amount — or, if needed, a pause.
- Work out what is genuinely left after your essential costs, even if it is only a little.
- Ask for a small regular payment that fits comfortably.
- If nothing is spare right now, ask about pausing payments.
- Mention that you are on a pension or benefits so we set things accordingly.
Step by step
- Have your account or reference number ready.
- Note your essential costs and what, if anything, is left over.
- Contact us through the contact form or reply to your letter, and let us know your income is a pension or benefits.
- Propose a small amount you can manage, or ask to pause if there is nothing spare.
- Keep a copy of the arrangement for your records.
Free support available
Free financial counsellors regularly help people on pensions and benefits, and they can check whether you are receiving everything you are entitled to. Call the National Debt Helpline on 1800 007 007 — free, confidential and independent. They can also speak with us on your behalf. There is more guidance in our Help Centre.
Good to know
- A fixed, limited income is taken into account, and essentials come first.
- A small, steady payment — or a pause — is a fair and common arrangement.
- You should never have to choose between paying us and your essentials.
- Free help for people on low incomes is available on 1800 007 007.
FAQ
I'm on a pension and there's nothing left over — what then?
Then a pause may be the right option for now. Let us know, and a financial counsellor on 1800 007 007 can help you work out what is realistic and check your entitlements.
Can I pay just a few dollars a fortnight?
Yes. A small, steady payment is welcome and counts as real progress. Tell us what fits and we will set it up.
Will being on benefits be held against me?
Not at all. We take a limited income into account and aim for an arrangement that respects your essentials. It simply helps us help you.
Still stuck? Our team is happy to help you sort it out.