Financial Hardship Policy
We are here for our customers who need Financial assistance due to any of the situations mentioned below. It states your inability to pay for all the services which are on a long-term basis due to issues that occur in your life. Difficulty in finance can be due to various factors including a change in a family situation, loss of income or property, unexpected accident cases, or natural disasters such as floods, earthquakes, etc. We follow this policy to maintain the best telecommunication access. We will consider the assistance only after a case-by-case analysis of the same. We suggest you get a counsellor support for the same. You may present him instead of direct interaction.
You have the option of having us speak with a Financial Counsellor on your behalf. You must be present for us to communicate with a financial counsellor, or we must have acquired previous authorization from you to speak with them on their behalf.
The peak body for financial counsellors in Australia is Financial Counselling Australia (FCA). You are required to provide the asked information or documentation for the complete assessment. This will aid in providing a solution for your Financial Hardship. Once we receive we will respond within 5 days. Once eligibility is confirmed then further procedures will be initiated accordingly.
We will put the specifics of our agreement in writing and send it to you by letter or email once we have reached an agreement. You have the right to make a written request for these details. If your circumstances change (for the better or the worse) during our agreement, you must notify us.
Importantly, there will be no cost to you for us to examine your Financial Hardship situation or to handle the case.