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Account Enquiry

WIP Financial Hardship

Description


We provide several services to our customers if they find themselves in a temporary or long term situation where they are facing financial hardship.

As an employee of SpinTel you should respect our customers privacy, and help the customer reach an agreement with us to help resolve their debt.

How to help the customer


To help our customer with their financial hardship we must first understand a few things about their situation, please try to be empathic.

Before you probe too deeply with the customer, and if it is just a small amount - offer a payment extension - for one-off situation this is the preferred solution

  1. First and foremost, review the customers account - if they have been a customer for 5 years and never missed a payment, you can skip some steps below
  2. Understand what has caused the financial hardship (there are some examples below)
  3. Determine if the financial hardship will be short term or long term
  4. Discuss a possible payment arrangement with the customer
  5. Discuss other options to help avoid further debt as per our Financial Hardship Policy
    1. Can we limit the customers service to help reduce further debt (e.g. restrict calls, or downgrade their plan)
    2. Is the customer better off going onto a payment plan, and can they still meet their current obligations on a payment plan
  6. Only request evidence for amounts over $150 and only request documentation that is relevant to the scenario.

Examples of financial hardship


 

Here are some examples of financial hardship that may come up in conversations with customers

  • A few unexpected large bills have caused them to miss some payments
  • A death in the family
  • Loss of employment, or loss of a family members employment
  • Some kind of natural disaster (fires are common in Australia)

GUIDES

This knowledgebase contains helpful guides which cover a wide range of topics.

CUSTOMER SERVICE

Call us on 1300 303 375 or log in to My Account and request a callback at a time that suits you.

  • 8:00am to 8:00pm weekdays
  • 9:00am to 5:00pm weekends and holidays

All times are Australian Eastern Daylight Time (AEDT)

NETWORK STATUS

Customers experiencing service difficulties should check our Network Status page for known issues before troubleshooting.

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