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FINANCIAL HARDSHIP POLICY

We're here to help

We will work with you to help you respond to financial difficulty, whether temporary or long-term. We are committed to helping customers facing financial hardship maintain telecommunications access and working with you to find a sustainable solution. Any help we can give will depend on your individual circumstances, and we provide help on a case-by-case basis.

Hardship may be caused by a variety of factors, such as:

We offer a range of payment options designed to help in such scenarios, please call us on the number below should any of these unfortunate conditions arise:

Our staff will respect your privacy, and are trained to determine what is a reasonable arrangement based on your circumstances. Please check our contact page for operating hours.

Negotiating an agreement

The outcome of a financial hardship agreement normally involves a payment arrangement to help you repay your debt to us. We will consider your normal monthly repayments, as well as any amounts owing, and structure your agreement in a way that prevents further debt from accumulating. We may provide other options such as a deferring payment via a payment extension (for a longer period than would typically be offered), or waiving of late payment fees.

We will assess your agreement with us within 5 working days, and may ask you some questions about your financial condition in order to make our assessment. We will respect your privacy, and ask only enough questions to determine your ability to fulfil your agreement with us.

We may require documentation to support the information you provide us. For example, if you are unable to work due to an injury, we may require a letter from your doctor to help us assess your financial situation. Supporting information will vary from depending on your situation, and multiple documents may be requested if you are a new customer, or the debt is significant.

If you are unable to honour your agreement with us we may proceed with credit management and suspend or disconnect your service, although this will only be a last resort and we will do our best to work with you to prevent this from happening. If your circumstances change and you're unable to maintain your payment arrangement please contact us as soon as possible so we can reassess your situation.

There are a number of other ways we can help you reduce your debt, such as changing you to a more suitable plan until your situation changes, restricting your service, or applying other spend management controls.

More help is available

We encourage you to call the National Debt Helpline on 1800 007 007 which offers free counselling services provided by community organisations, legal centres, and some government agencies.

You may also find assistance online by visiting the following sites:

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