At SpinTel, we are committed to helping customers facing financial hardship maintain telecommunications access and working with you to find a sustainable solution. Disconnection will only be used as a measure of last resort. As a customer, you have a right to apply for financial hardship assistance, and it is free of charge.
Financial hardship occurs when a customer is unable to fulfil their financial responsibilities to a company due to various reasons, such as:
If you're having difficulty paying your bill or seeking financial hardship assistance, please call us on 1300 303 375. 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.
Once we've received your request for support, we'll assess and determine your eligibility. We will advise you within 5 working days of the outcome of our assessment (usually much quicker).
If your application is accepted, we will work with you to find an assistance option that will work for you.
To determine the most suitable assistance for you, we may inquire about your financial situation and the services you require from us. We will ask only enough questions to determine your ability to fulfil your agreement with us.
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 require documentation to support the information you provide us. Supporting information will vary depending on your situation; multiple documents may be requested if you are a new customer, or the debt is significant.
Examples of supporting documentation:
For short-term assistance, or if you are a victim or survivor of domestic or family violence, we will not request any documents.
We offer a range of assistance options designed to help in such scenarios. Some assistance options include:
If you are unable to honour your agreement with us, we may proceed with credit management, although this will only be a last resort. If your circumstances change and you're unable to maintain your payment arrangement, please contact us as soon as possible so we can work with you to find an alternative solution.
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:
