COVID -19: Mandatory Hotel Quarantine Fees

This guide will help you understand mandatory hotel (or other facility) quarantine fees and what options are available if you cannot afford to pay.

This page provides information about mandatory hotel (or other facility) quarantine fees and what options are available if you cannot afford to pay.

Information on this page:
Please click the links below to visit each section

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To limit the spread of COVID-19, some individuals and families , who do not meet the Australian Government’s COVID-19 vaccination requirements, may have to spend a period of time in quarantine at a hotel (or other facility) after returning home from overseas or interstate.  As a result, many people are left with large bills for their stay in quarantine and could struggle to pay this debt.  This guide will help you understand these debts, and what options are available if you cannot afford to pay.

See smarttraveller.gov.au for the latest information and requirements about COVID-19: Re-entry and quarantine measures for more information.
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Four things you need to know

  1. The charges for mandatory quarantine are, in most cases, the responsibility of the individual in quarantine, with an adult being responsible for the costs of children
  2. Mandatory hotel quarantine bills are a debt to a State or Territory Government, not a private debt held by the hotel where you were in quarantine
  3. If you cannot afford to pay the fees in one go, you can request a repayment plan, or to have the bill waived if you cannot afford to pay anything.
  4. Each State and Territory have different quarantine charges and different policies for repayment plans and debt waivers, so it is important to check the policy of your relevant State or Territory Government.

Steps to take if you’re struggling to pay quarantine fees

01

Work out what you can afford to pay

If you know you will struggle to pay the quarantine debt, the first thing to do is to work out what you can actually afford to pay by doing a simple budget. How to work out what you can afford to pay.

You may be able to afford something or may not be able to afford anything.

02

Contact the relevant Government department

Tell the relevant State Government department (see contact details below) that you are in financial hardship and cannot afford to pay the quarantine bill. Explain why you cannot pay.

You may need to provide evidence of your hardship including bank statements, income statements and other financial information.

See negotiate payment terms for more guidance on how to do this.

  Our Tips

  • Do provide evidence of your financial situation to demonstrate your financial hardship
  • Don’t get a loan to pay the bill – persist with making a repayment arrangement
  • Do check if you qualify for other Government assistance – see Centrelink Payment Finder
  • Get advice if you are a non-resident as different rules may apply
  • Do start paying the bill if you can afford payments

ACT

Shared Services Team: 02 6207 9990
ACT Government website

NSW

Quarantine Fee Team: 1300 433 476
Covid-19 Hardship Line (General): 1300 138 118
Fines & Fees: 02 7808 6934
Quarantine Fee Team Email: [email protected]
NSW Government website
Debt Waiver Application Page

NT

Quarantine Fee Information: 1800 490 484
Quarantine Assistance Email: [email protected]
Accounts Receivable: [email protected]
NT Government website

Qld

Fee Queries & Complaints: 13 42 68
Qld Government website
Fee Waiver Request Portal
Financial Hardship Application Form

SA

SA Covid-19 Information Line: 1800 253 787
SA Covid-19 Relief Call Centre: 1300 705 336
SA Government website
Debt Waiver Request Page

Tas

Quarantine Fee/Hardship Contact Line: 1800 671 738
Tas Government website
Online Hardship Application Form

Vic

Quarantine Fee Info Line: 1800 551 234
24/7 Coronavirus Hotline: 1800 675 398
Vic Government website

WA

Fee Queries: 1800 595 206
WA Government website
Hardship Application Portal

03

My request was rejected, what do I do now?

If your request for a repayment arrangement or waiver is rejected, you will be advised by the relevant State or Territory body what options are available to you.

04

Speak to one of our financial counsellors

If your problem still hasn’t been solved, or you’re feeling overwhelmed and need some help you can speak with one of our financial counsellors.

Financial counsellors aren’t judgmental about your circumstances – they’re here to offer you free, confidential and independent advice and assistance.

To speak to a financial counsellor you can:

  • Call the National Debt Helpline on 1800 007 007 – open Weekdays from 9:30 am to 4:30 pm.
  • Use our live chat service by clicking the chat icon in the bottom right corner of your screen. Live chat is available 9:30am-4:30pm weekdays. If you send a message outside these hours a financial counsellor will get back to you.
  • Make an appointment to see a financial counsellor in your local area. Find a local Financial Counsellor.