Home > Financial Hardship Policy
Financial hardship occurs when a customer is unable to meet their contractual obligation to pay their bills due to:
Financial hardship does not automatically occur due to an inability of a customer to pay their bills or simply electing not to pay their bills.
A customer who wishes to apply for assistance under our financial hardship policy must do so no less than seven (7) business days before their monthly billing anniversary. No application for financial hardship will be considered after the billing anniversary unless cause can be shown that the customer did not reasonably expect the hardship to occur or was reasonably unable to make the application arising from events such as hospitilisation, etc.
You can apply for financial hardship assistance by sending an email or contacting our customer service department by phone and explain your situation.
When deciding if a customer is facing financial hardship, we may seek evidence such as:
Example likely outcomes of considering a customer's financial hardship application include:
Based upon the information provided, we will then propose a financial hardship arrangement for you to accept which we believe will best suit the needs of both parties.
A proposed financial hardship arrangement has no effect unless and until you accept it. If you do not accept a proposed arrangement within 10 days, it is no longer open for acceptance. (But if you do not accept in that time for good reason, we will not unreasonably refuse to extend the proposal.)
We will give you written information about the proposed financial hardship arrangement but only if you specifically ask for it.
You, and we must comply with the agreed financial hardship arrangement. You must promptly advise us if your circumstances change and if this will have a material affect on the financial hardship arrangement.