Financial Hardship Policy
Financial Hardship
The Telecommunications Consumer Protections Code C628:2012 defines Financial Hardship as a situation where a customer is unable to discharge their 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.
Contact Us
We encourage you to contact us if you experience any difficulties paying our services. Please contact us by emailing service@portnet.com.au if you would like to discuss any Financial Hardship matters with us. You can do so anytime.
The process
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 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 the matter.
Finding a financial counsellor
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
IF YOU ARE UNHAPPY WITH OUR EFFORTS
If you tell us that you are not satisfied with the hardship resolution timeframes, its progress, or the outcome, or if you tell us your circumstances ought to be treated as urgent, we will escalate your complaint internally. If you are still dissatisfied, we will inform you about your options for external dispute resolution such as the TIO. We will never cancel your service only because you have contacted an external dispute resolution agency.