Financial Hardship Policy

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.

We're here to help

At Itel7, 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.

We consider your individual circumstances under our Financial Hardship assessments, which can come about due to such events as:

  • The loss of employment of you or a family member
  • A family breakdown
  • Illness including physical incapacity, hospitalization, the mental illness of the consumer or a family member
  • A death in the family
  • Natural disaster

If you are having problems paying your bills, or you wish to discuss options to minimize your bill, please call our billing support team from 8:30am to 5:00pm AEST Monday to Friday on:

  • 1300 523 979
  • +617 3088 2397

Our staff are trained to be understanding of your individual circumstances so that an acceptable arrangement can be made for both of us. Please remember that it is best to contact us as soon as you believe you are experiencing hardship; it will give you the best opportunity to manage your bills.

Financial Hardship Payment Arrangement

The best way to stay connected with Itel7 is to arrange a payment plan with our trained staff. The financial arrangement will be structured to cover expected future use of the services whilst reducing your debt over a reasonable timeframe, ensuring you do not go further into debt.

To help our staff conclude an assessment we may ask you some questions about your personal circumstances that have led to financial hardship. We may also require documentation to support the information that you provide to us. Examples of this include a letter from your doctor if your hardship is due to illness, or a letter from a recognized financial counsellor indicating you have consulted them. If we will require such supporting information from you, we will advise you at the time we discuss your situation.

Once a payment arrangement has been made, if we have concerns about your financial situation, we may suspend or disconnect your service; however, disconnection of your service is used only as a last resort, and we will endeavour to work with you to ensure this does not happen.

Depending on your circumstances a payment arrangement may make available to you the ability to have late fees waived, an alternate plan offered and deferred payments. Should your circumstance change at any time whilst on a payment plan, please contact us as soon as possible so we can reassess your situation.

There are also a number of other ways we can help you to reduce a debt that we can discuss with you. For example, we can consider call barring, service restrictions and plan changes (where possible) and we can also look at ways you can better monitor your own spend.

Financial Counselling

you believe you are experiencing hardship; it will give you the best opportunity to manage your bills.

Financial Hardship Payment Arrangement

The best way to stay connected with Itel7 is to arrange a payment plan with our trained staff. The financial arrangement will be structured to cover expected future use of the services whilst reducing your debt over a reasonable timeframe, ensuring you do not go further into debt.

To help our staff conclude an assessment we may ask you some questions about your personal circumstances that have led to financial hardship. We may also require documentation to support the information that you provide to us. Examples of this include a letter from your doctor if your hardship is due to illness, or a letter from a recognized financial counsellor indicating you have consulted them. If we will require such supporting information from you, we will advise you at the time we discuss your situation.

Once a payment arrangement has been made, if we have concerns about your financial situation, we may suspend or disconnect your service; however, disconnection of your service is used only as a last resort, and we will endeavour to work with you to ensure this does not happen.

Depending on your circumstances a payment arrangement may make available to you the ability to have late fees waived, an alternate plan offered and deferred payments. Should your circumstance change at any time whilst on a payment plan, please contact us as soon as possible so we can reassess your situation.

There are also a number of other ways we can help you to reduce a debt that we can discuss with you. For example, we can consider call barring, service restrictions and plan changes (where possible) and we can also look at ways you can better monitor your own spend.

Financial Counselling

We may ask you to seek assistance from a financial counselor to discuss your financial situation, where we suppose you are experiencing genuine and long-term financial hardship. We think some customers may benefit from the experience of a financial adviser. The reasons why we may require that you seek their advice, and assistance can include:

  • It is apparent that your financial situation is genuine, severe and permanent and you need expert financial advice and counselling;
  • It is evident that you are paying us at the expense of other bills and that you may need financial advice and guidance to ensure your bills are paid in the correct order of priority for you to maintain a reasonable standard of living. For example, it may ne suitable for you to work with the financial counsellor to determine the priority of the bills that need to be paid; and
  • We cannot agree on a reasonable payment arrangement (i.e., the suggested payments and the length of time to meet your financial obligations) without a financial counsellor’s assistance and advice.

Note: We will only ask you to seek the advice of a financial counsellor in all the circumstances where the conditions detailed above are involved.

 

You can talk to a phone financial counsellor or a consumer advocate who deals with financial difficulty matters from anywhere in Australia by calling 1800 007 007 (opening hours are 9:30am – 4:30om, 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 http://www.financialcounsellingaustralia.org.au/Corporate/Find-a-Counsellor

 

Customers who have chosen to transfer all of their services to another provider but still have an outstanding balance with us are ineligible for participation in Our Financial Hardship Policy.

Financial Counselling

If you are not satisfied with the outcome of your Financial Hardship Application, please refer to our Complaint Handling Policy.

Contact Us

Post Mail: Building 1/ 27 Bellwood Street, Darra, QLD 4076

Email: support@itel7.com.au

Phone: 1300 523 979