Introduction
The Telecommunications Consumer Protections Code C628:2019 defines Financial Hardship as a situation where a customer is unable to discharge of the financial obligations in relation to our services due to a reasonable temporary or ongoing cause but where the customer expects to be able to do so over time if payment arrangements are changed.
Statement of intention
We are here to help you.
At Voice Connect, we understand that life can take unexpected turns. If you’re facing financial hardship, be assured we’re here to help.
Financial hardship can happen for many reasons including loss of income or property, sudden illness or injury, change of family circumstances or as a result of natural disasters such as bushfire, flood, earthquake, drought or the current COVID-19 situation. It can affect your financial situation for a short while, or you may need assistance for longer. If your ability to make a payment has been impacted, please let us know. It’s best to apply for financial hardship right away, so we can help you sooner.
We will work with you to help you respond to financial difficulty, whether temporary or long-term. We are committed to helping customers facing financial hardship maintain telecommunications access and working with you to find a sustainable solution. Any help we can give will depend on your individual and business circumstances, and we provide help on a case-by-case basis.
Contact us
We encourage you to contact us if you experience any difficulties paying our services. You can call us on 1300 995 464, from 9am to 4pm AEST, Monday to Friday. Alternately you can send an email to financial.hardship@voiceconnect.com.au for assistance.
What Happens Next?
To help us assess your situation, we’ll first need the following information:
- Your Voice Connect account name and number
- Details of your outstanding monies this application relates to
- Your name and daytime contact details
- Your postal address
- Your reason for financial hardship
- Your income details
- Your total expenses
Please send all the above details for an assessment to be completed for financial hardship to the following.
Online: via email to financial.hardship@voiceconnect.com.au
When assessing your eligibility for Financial Hardship, we may request supporting documentation to conduct an assessment.
However, we would not ordinarily require it unless:
- It appears that the financial arrangement will need to be long term;
- We consider the amount to be repaid large or significant;
- The Customer has not been a Customer with TR Telecom very long; or
- We have reasonable belief there is a possibility of fraud.
If you satisfy one of the above criteria, 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; and
- 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 5 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 reducing your call plan to a lower monthly line rental option) during the time of our arrangement and thereafter.
Once we come to an agreement we will put this in writing via letter or email to you. You have the right to request these details in writing. 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.
Your options
Our Financial Assistance team will work with you to determine how we can best assist you. Some of the solutions we offer are:
- Spend controls
- Pre-Paid services
- Lower plan option if available
- Data capped plans
- Payment arrangements – length depending on your circumstances
- Payment extensions
- Waiving of late payment or cancellation fees
Finding a financial counsellor
If you feel you need additional assistance with your financial hardship, you can call the National Debt Helpline on 1800 007 007 to obtain free and independent advice from a financial counsellor over the phone who deals with financial difficulty matters from anywhere in Australia. They are open from 9.30am to 4.30pm Monday to Friday. You can also locate a financial counsellor in your local area at the National Debt Helpline website at: www.ndh.org.au.
Complaints Handling Process
If you wish to make a complaint and request a review if you are not satisfied with the outcome of your Financial Hardship application please see our Complaint Process application.
If we’re unable to agree on a resolution, you can contact an external organisation for support and advice, including the:
- Telecommunications Industry Ombudsman (TIO): General complaints
- Office of the Australian Information Commissioner (OAIC): Privacy complaints
- Credits and Investments Ombudsman (CIO): Sold debt payment disputes
