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terms & conditions
Financial Hardship Policy
Financial hardship involves a situation where a person is unable, reasonably, to meet their financial obligations to us. Financial hardship can take place over a limited timeframe or be long-term. Financial hardship can arise from causes such as illness, unemployment or some other unexpected change to income or expenditure expectations.
There are no charges associated with this service. Each situation will be assessed on a case by case basis. If you wish to claim financial hardship and adjust your payment or service arrangements, please call us on 1300 761 881.
Our financial hardship policy
At Unwired we recognise that ongoing access to the Internet can be critical to a person experiencing financial hardship. The internet can provide important tools for managing their finance position or accessing other support.
The purpose of this policy is to ensure that if a customer is experiencing financial hardship, we can work with them to pay their account over time while maintaining ongoing access for them to internet services.
The staff who will discuss financial hardship payment arrangements with you are fully trained in this policy. On request, they'll assess your eligibility for assistance under our financial hardship policy. As part of this, we'll take into account your individual circumstances. As part of that assessment, we may request supporting documentation from you. If we do request documentation we will advise you of a postal address and email address or facsimile number to which it can be sent.
Establishment of financial hardship
Once it has been established that you meet our financial hardship criteria, we'll agree a suitable arrangement with you. You will have to keep to this payment arrangement. Unwired may require a variation to your plan to reduce your future commitments while the arrangements are in place.
Your obligations
- you'll provide us with enough information for both parties to decide what constitutes a reasonable payment arrangement
- you accept the variation of your plan that we negotiate with you
- if you experience any further financial difficulty, you'll tell us immediately and we'll review your situation.
Our responsibilities
- we'll confirm that you are the person who is legally liable to pay the debt
- we'll not take credit management action whilst financial hardship arrangements are being discussed
- if varying your plan forms part of our agreement with you, we'll ensure access is limited as agreed and that the limitations are explained
- we'll monitor your compliance with the financial hardship arrangement and not change the terms of the arrangement if you are meeting those terms
- we'll ask you to contact us if your situation changes during the term of the arrangement.
- only our collections department can action financial hardship matters.