Financial Hardship Policy
The Telecommunications Consumer Protections Code C628:2012 defines Financial Hardship as a
situation where a customer is unable to discharge of the financial obligations in relation to our
services but where the customer expects to be able to do so over time if payment arrangements
We encourage you to contact us if you experience any difficulties paying our services. Please
contact us by calling 07 4168 5789 if you would like to discuss any Financial Hardship matters
with us. You can do so from Monday to Friday, 8.30am to 5pm.
When assessing your eligibility for Financial Hardship, we may ask you to provide certain
documents such as
A statutory declaration or official written communication from a person or support group
that is familiar with your circumstances,
Evidence that you consulted a recognised financial counsellor,
A statement of your financial position.
We may not be able to make an assessment of your circumstances if you do not provide us with
the requested information. We may use the information you provide as well as other information
available to us. Once we received all required information, we will let you know within 7 working
days whether you are eligible for assistance under our Financial Hardship Policy.
If you are eligible, will work with you to come to an arrangement that allows you to pay your
outstanding charges in a way that does not worsen your financial position. Where appropriate we
will discuss means with you how to limit your spend (this may include barring some service
features) during the time of our arrangement and thereafter.
Once we come to an agreement we will put this in writing via letter or email to you. You must
inform us if your circumstances change (for better or for worse) during our arrangement.
We will not charge you for assessing your Financial Hardship circumstances or for administering
Finding a financial counsellor:
You can talk to a phone financial counsellor from anywhere in Australia by ringing 1800 007 007
(minimum opening hours are 9.30 am – 4.30 pm Monday to Friday). This number will
automatically switch through to the service in the State or Territory closest to you .
Alternatively, you can find the financial counselling service nearest to you by visiting