Financial Hardship Policy
Financial hardship’ refers to a situation where a customer is unable to meet their financial obligations related to our services due to a reasonable temporary or ongoing issue, but they anticipate being able to do so in the future if payment arrangements are adjusted.
At Crown Mobile, we recognize that unexpected financial challenges can arise in life. We are dedicated to supporting our valued customers during tough times through our Financial Hardship Policy, which offers temporary relief and assistance.
We will collaborate with you to address your financial difficulties, whether they are short-term or long-term. Our goal is to help customers facing financial hardship maintain access to telecommunications services and to work together to find a sustainable solution. The assistance we can provide will depend on your individual situation, and we evaluate each case on its own merits.
If you are having trouble paying for our services, we encourage you to reach out to us. You can call 1300 276 966 to discuss any Financial Hardship issues. For more details on support hours and other ways to contact us, please visit our contact page. You can also feel free to include any specific requirements in the notes.
When determining your eligibility for financial hardship, we may ask for supporting documentation to conduct an assessment. However, we typically do not require this unless:
- The financial arrangement appears to need to be long-term.
- Crown Mobile considers the amount owed to be significant.
- You have not been a customer for very long, or
- Crown Mobile has reasonable grounds to suspect potential fraud.
If you meet any of the above criteria, we may request specific documents such as:
- A statutory declaration or official written communication from someone familiar with your situation.
- Proof that you have consulted a recognized financial counselor; and
- A statement detailing your financial position.
We may not be able to assess your situation if you do not provide the requested information. We will use the information you provide, along with any other relevant data available to us. Once we have received all necessary information, we will inform you within 5 working days whether you qualify for assistance under our Financial Hardship Policy.
If you are eligible, we will work with you to establish a payment arrangement that allows you to settle your outstanding charges without worsening your financial situation. If appropriate, we will discuss ways to limit your spending during our arrangement, which may include restricting certain service features.
Once we reach an agreement, we will confirm the details in writing via email. You have the right to request this information in writing. It is important to notify us if your circumstances change during our arrangement. We will not charge you for assessing your Financial Hardship situation or for managing the matter.
Your Options:
Customers experiencing genuine financial hardship due to reasons such as unemployment, illness, unexpected emergencies, or other exceptional circumstances may qualify for our Financial Hardship Policy.
If you are facing financial hardship, several options may be available to you based on your circumstances.
If you wish to remain connected with us, some options include:
- Implement spending controls.
- Restricting service, either overall or for specific services.
- Offering low-cost interim options until you can resume original payments.
Other potential arrangements may include:
- Agreeing on an alternative plan or downgrading to a smaller plan, including flexible payment options.
- Discounting or waiving recharge packs.
- Temporarily postponing or deferring payments or suspending service without penalty.
Finding a Financial Counsellor:
You can speak with a financial counsellor or consumer advocate who specialises in financial difficulties by calling 1800 007 007 from anywhere in Australia (minimum hours are 9:30 am – 4:30 pm, Monday to Friday). This number will connect you to the service in your nearest state or territory.
Alternatively, you can locate the nearest financial counseling service by visiting this link.
Information on the Complaints Handling Process:
If you encounter an issue with our services, our dedicated team works diligently to identify and resolve the problem as quickly as possible, ensuring you can enjoy uninterrupted service.
If you need further clarification or support at any stage of the process, you can contact our escalation desk via email.
You can write to our Customer Relations Manager at support@crownmobile.com.au and we will respond within two business days of receiving your email.
We will always strive to find a solution that meets your needs. Your feedback is extremely important to us, and we are committed to resolving any issues as swiftly as possible. Our goal is to provide you with a seamless and reliable telecommunications experience.