Financial Hardship Policy
Policies — Financial Hardship.
Ozetel Pty Ltd — ABN 54 113 332 308
T: 1300 OZETEL (693 835) | F: 1800 OZETEL (693 835)
E: info@ozetel.com.au
A: PO Box 4103 Springfield Central Qld 4300
Definition.
The Telecommunications Consumer Protections Code C628:2012 defines Financial Hardship as a situation where a customer is unable to discharge financial obligations in relation to our services but where the customer expects to be able to do so over time if payment arrangements are changed.
How Hardship Arises.
We understand that financial situations change and life situations can create hardship in a multitude of ways, some unforeseen. Hardship can result from some of the following;
- Loss of employment,
- Family breakdown,
- Illness including physical incapacity, hospitalisation, or mental illness,
- A death in the family,
- Use of the service by a third party leaving the customer unable to pay the account,
- Natural Disaster.
Contact Us.
We encourage you to contact us if you experience any difficulties paying our service charges. Please contact us by calling 1300 OZETEL (693835) if you would like to discuss any Financial Hardship matters with us. You can do so during these time frames;
Monday to Friday: 8:30am to 5:00pm
In addition, you can contact us by emailing info@ozetel.com.au at any time and we will review your correspondence at the earliest possible convenience.
Ozetel management ensures that your private situation and financial position will be kept confidential.
The Process.
When assessing your eligibility for Financial Hardship for your services with Ozetel Pty Ltd, 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,
- 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 7 working days whether you are eligible for assistance under our Financial Hardship Policy.
If you are eligible, Ozetel management 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 with you, ways how to limit your spend (this may include barring some service features) 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 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.
Financial Counselling.
You can talk to a financial counsellor from anywhere in Australia by ringing 1800 007 007 (minimum opening hours are 9.30 am to 4.30 pm, 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 Find A Counsellor Online.
Telecommunications Industry Ombudsman (TIO)
a: PO Box 276 Collins Street West Vic 8007
w: TIO.COM.AU
p: 1800 062 058
f: 1800 630 614
