Financial Hardship Policy

There may be times when you have trouble paying your bill.

We will always try and help any customer who has financial hardship to retain access to their services by working with them to come up with a solution.

Any assistance provided will depend on your individual circumstances and is provided on a case-by-case basis.

Solutions may include (but not limited to):

  • Apply spend controls
  • Transfer to a pre-paid service
  • Implement a payment plan
  • Temporary or permanent plan downgrade
  • Postponing or deferring payments
  • Discounting or waiving debt
  • Waiving late payment fees
  • Waiving cancellation fees

If you need to arrange a payment plan simply contact us during business hours.

We may request some information from you regarding your income details in order to make an assessment.

We will assess the situation taking into account your situation and work with you to offer a solution to keep you connected.

If you don’t agree with the solution offered you can always refer to our dispute resolution policy.