Financial Hardship Policy

1. Our commitment

Our goal is to keep customers who are experiencing financial hardship connected. Disconnection is a last resort, used only when every other option has been tried. You have a right to apply for financial hardship assistance, it is free to apply and free to use, and we'll treat what you tell us with respect and in confidence.

2. Who is eligible

You're eligible if your situation meets the definition of financial hardship above — you can't meet your payment obligations to us because of your circumstances, but you believe you could with an agreed arrangement — and you want to take up one of the options we offer. This policy applies to residential, small business and not-for-profit customers.

Because Siptalk is a prepaid service, "hardship" usually starts with being unable to keep the account balance in credit, so that services stop. Because active services keep being charged for up to three months after that, a debt can build up; we can help at either stage, and the earlier you contact us the smaller it will be.

3. How to apply

Email support@siptalk.com.au with "Financial hardship" in the subject line, from the email address on your Siptalk account. Every account has a working email address — it's how you log in and receive notifications — and it goes straight to the people authorised to deal with your application, who work 9am to 5pm AEST/AEDT, Monday to Friday. A message sent from your account in the customer portal reaches the same team and is treated the same way. Our phone line, 13 82 55, is for sales enquiries only and can't take applications.

There's no form to fill in. Tell us: what has happened; whether you need short-term help (up to three months) or longer; roughly what you could afford to pay, and when; and which services you most need to keep. If you need help to write in English, the Translating and Interpreting Service (TIS National, 131 450) can assist; if you are deaf, hard of hearing or have a speech impairment, the National Relay Service can relay for you — see our contact page. A family member, friend, financial counsellor or other advocate can apply for you if you authorise them.

We'll reply with a reference and the name of the person handling your application, and you can check on progress by replying to that email at any time.

4. How we assess your application

1. We'll tell you how long we expect the assessment to take.
2. We'll complete it as soon as we can, and in any case within 5 business days of receiving everything we need.
3. We'll tell you the outcome within 2 business days after completing it. If it's clear early on that you aren't eligible, we'll tell you straight away and explain why.
4. If we can help, we'll propose an arrangement. It starts as soon as you tell us you agree to it, and we'll confirm it in writing: what we've agreed, what each of us has to do, and that you should tell us if your situation changes.

Evidence. We won't ask you for any documents if you're applying for short-term assistance, or if you may be a victim-survivor of domestic or family violence. We may ask for information to support a longer-term arrangement only if the amount to be repaid is more than $1,000, you've been a customer for less than two months, or we have reason to suspect fraud — and then only for what's strictly necessary. We'll tell you who to send it to, keep it only as long as the assessment takes, and never ask for anything irrelevant or onerous.

5. The help we can offer

Every arrangement is tailored to your circumstances and what you can afford. The options include:

1. Extending or deferring payment — keeping your services running for an agreed period while your balance is below what's owed, so you can catch up.
2. A payment plan for any amount owing, in instalments you can manage.
3. Reducing or waiving a debt, or applying a credit to your account.
4. Spend controls — your prepaid balance is itself a limit on what you can spend; we can also set up balance notifications and a daily critical balance alert so nothing takes you by surprise.
5. Removing features you don't need at no cost, or moving you to a cheaper plan or product that better suits your situation.
6. A free way to pay that isn't automatic — direct bank deposit, with no fee.

These aren't the only things we can do. If something else would help, ask. If you're affected by domestic or family violence, we'll also consider what will let you manage payments safely and independently.

6. While an arrangement is in place

• We won't suspend or cancel your services, and we won't take debt collection action, while you're discussing options with us, while an application is being assessed, or while you're keeping to an arrangement.
• We won't charge you anything to apply for, set up or administer an arrangement.
• If your situation changes, tell us and we'll review the arrangement. If you're unable to keep to it, contact us before you miss a payment — it's much easier to adjust an arrangement than to start again.
• If an arrangement isn't kept and we can't reach you after reasonable attempts, we may need to review it and, as a last resort, take credit management action. We'll give you notice before we do.

7. Spotting hardship early

You don't have to wait for us. But if we notice signs that you may be struggling — repeated overdue invoices, arrears building up, or services stopping for lack of balance — we'll write to you about the help available. If you're ever contacted by us about payment and you're in difficulty, just reply and say so.

8. If you disagree with our decision

Ask us to review it, or make a complaint under our Complaints Handling Policy: email support@siptalk.com.au with "Complaint" in the subject, and we'll acknowledge it within 2 business days. If you're not satisfied with our response, you can contact the Telecommunications Industry Ombudsman on 1800 062 058 or at www.tio.com.au. The TIO is free and independent. Making a complaint doesn't stop you from agreeing to an arrangement with us in the meantime.

9. Other help

• National Debt Helpline — free, confidential financial counselling: 1800 007 007, ndh.org.au.
• Small Business Debt Helpline — for business owners: 1800 413 828, sbdh.org.au.
• 1800RESPECT — support for people affected by domestic or family violence: 1800 737 732.

10. Our records and this policy

We keep records of applications and arrangements as the Standard requires, handle any information you give us under our Privacy Policy, and review this policy and how it works at least once a year. A copy in another format is available free on request.