There may be times when you have trouble paying your bill. If you are unable to pay your bill due to financial hardship, you have the right to apply for financial hardship assistance.
Rest assured, financial hardship assistance from The Broadband Brokers is free of charge.
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
- 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 apply for financial hardship assistance, simply contact us between the hours of 9am and 5pm (AWST), Monday to Friday (excluding public holidays in WA). You can call us on (08) 6118 0555, or email us by filling out the contact form here.
You will be eligible for financial hardship assistance from us if your situation meets the definition of financial hardship and you wish to access options for assistance made available by us.
If your application is for short term assistance or you are a victim survivor of domestic or family violence, you will not be required to provide evidence to support your application.
We will ask you for information regarding your financial situation if it appears that the arrangement will need to be for long term assistance, and either
- The amount to be repaid is more than $1000.
- You have been a customer for less than 2 months.
- We reasonably believe there is a possibility of fraud.
We will assess the situation taking into account your situation and work with you to offer a solution to keep you connected. We will also keep you regularly updated with the progress of the application.
We will complete the review within 5 business days of receiving a complete application, and will inform you of the outcome within 2 business days after that.
if it becomes clear us that you cannot be provided with financial hardship assistance because you do not meet the eligibility criteria, we will inform you immediately.
We will only consider disconnection as a measure of last resort, so please keep in touch with us.
For financial counselling services, more information can be found at the Moneysmart website here.
Other information regarding financial hardship can be found at the TIO website here.
If you don’t agree with the solution offered you can always refer to our dispute resolution policy.
If you require external dispute resolution, you can make a complaint to the TIO.
Making a complaint will not prevent you from agreeing to an arrangement for financial hardship assistance.