Payment Assistance Policy

Policies: Payment Assistance.

Ozetel Pty Ltd | ABN 54 113 332 308

Effective 26 August 2026

T: 1300 OZETEL (693 835)

E: info@ozetel.com.au

A: PO Box 4103 Springfield Central Qld 4300

This policy applies to eligible residential, small-business and not-for-profit customers experiencing financial hardship. Ozetel’s objective is to provide realistic assistance and, where reasonably possible, help customers remain connected.

This document was previously published as the Ozetel Financial Hardship Policy.

1. Contact us.

If you are having difficulty paying or believe you may soon have difficulty, contact us as early as possible.

• Phone: 1300 OZETEL (693 835).
• Email: info@ozetel.com.au.

We will discuss your circumstances and available assistance. There is no charge to apply for payment assistance.

2. Assistance options.

Ozetel will make at least six assistance options available and will tailor assistance to the customer’s circumstances and capacity to pay. Options include:

• Postponing, extending or deferring a payment due date.
• A payment plan tailored to the customer’s ability to pay.
• Moving to a lower-cost or more suitable service where available.
• Applying reasonable spend controls or service restrictions chosen to help manage future charges where technically available and appropriate.
• Discounting a charge or applying a credit where appropriate.
• Waiving all or part of a debt or charge where appropriate.
• Offering a free non-automatic payment method where available and appropriate.

3. Assessment.

We will consider the customer’s individual circumstances and capacity to pay, including vulnerability and domestic or family violence where relevant.

We will not require more information than reasonably necessary to assess the request. If evidence is reasonably required, we will explain what is needed and provide available ways to supply it.

We will assess an application within the timeframe required by the Financial Hardship Standard and notify the customer of the outcome within the required timeframe.

4. Keeping customers connected.

Suspension or disconnection for debt will be used as a last resort for customers being assisted under this policy, subject to applicable law and legitimate fraud, security, unlawful-use or network-protection action that is separate from financial hardship.

5. Prepaid services.

Payment assistance can also apply to eligible prepaid customers. Assistance will be adapted to the way the prepaid service operates, including auto-renew or recurring payment arrangements.

6. Changes to an arrangement.

Tell us promptly if your circumstances change or you cannot meet an agreed arrangement. We will consider whether a different realistic arrangement is appropriate.

7. Complaints.

Complaints about payment assistance are handled under Ozetel’s Complaints Handling Policy. A complaint that meets the urgent-complaint criteria will be handled within the urgent timeframe.

If you remain dissatisfied, you may contact the Telecommunications Industry Ombudsman.

p: 1800 062 058

w: tio.com.au

a: PO Box 276 Collins Street West Vic 8007

o: Online Complaint Application

8. Accessibility and support.

We will provide reasonable assistance to customers who have accessibility, language or other support needs. Customers may use an authorised representative or advocate, subject to reasonable authority verification.

Free financial counselling.

You can talk to a financial counsellor from anywhere in Australia by calling the National Debt Helpline on 1800 007 007. The number switches through to the service in the state or territory closest to you.

You can also find the financial counselling service nearest to you at Find A Counsellor Online.