At SpinTel, we are committed to helping customers facing financial hardship maintain telecommunications access with SpinTel 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 personal or household illness, job loss, low income, including reduced access to income, being a victim or survivor of domestic violence, family emergencies such as death, natural disasters, unexpected events or unforeseen changes that have impacted the customer’s income or expenditure, or other reasonable causes.
The customer must also consider that they can meet their payment obligations if an agreed arrangement for financial hardship assistance is set up.
If your situation is as described above, you are eligible to apply.
Once we've received your request for support, we'll assess and determine your eligibility. We will advise you within business 5 days of the outcome of our assessment.
If your application is accepted, we will work with you to find an assistance option that will work for you.
To help determine the most suitable assistance for you, we may inquire about your financial situation and the services you require from us. For instance, if the financial challenges are long-term, we might request relevant documents to support your situation, such as income and expense statements, centrelink statements, or medical certificates.
For short-term assistance, or if you are a victim or survivor of domestic or family violence, we will not request any documents.
You can seek a review through our Complaints Policy. Please call 1300 303 375 between 8am to 8pm Monday to Friday, emailing complaints@spintel.net.au or submit an online request. If you are dissatisfied with the outcome of your complaint please contact the TIO.
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:
You can see the full details of our payment assistance policy by clicking here.
