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 are changed.


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If you are experiencing financial hardship, we encourage you to get in touch so we can assist you in the best way possible.

Please contact us by calling 1300 66 55 75 if you would like to discuss any financial hardship matters. We are available from 8:00AM to 9:00PM Mon-Fri, 9:00AM to 9:00PM Sat, and 12:00PM to 9:00PM on Sundays and public holidays.

When assessing your eligibility for Financial Hardship under our policy, 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 use the information you provide, as well as other information available to us.

We will then 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.

Once we come to an agreement, we will put this in writing via letter or email.


Finding a Financial Counsellor

You may wish to receive further assistance from a qualified financial advisor where you can receive independent, confidential advice at no cost.

You can talk to a 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 www.financialcounsellingaustralia.org.au/Corporate/Find-a-Counsellor.

'Money Help,' a website run by the Victorian State Government, also offers useful tools and resources for those experiencing financial hardship: www.moneyhelp.org.au

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