Customer Portal User Manual
Contents
1. Are you suffering financial hardship FINANCIAL HARDSHIP POLICY Are you suffering financial hardship MAOTA Contents la Our Delintion OF Financial Ards MO isaac 2 2 Identifying a Customer Experiencing Financial Hardship occccconoccnnnonoccnnnonoconinonacaninuniaconinanoss 2 3 Reaching a Financial AMONG dio 3 1 Our Definition of Financial Hardship The Telecommunications Consumer Protections Code defines Financial Hardship as a situation where a customer is unable to discharge of the 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 Customer hardship can arise from a variety of situations Hardship can be either of limited duration or long term To illustrate several of the common causes are listed below Hardship can result from a number of factors including Loss of employment by the consumer or family member Family breakdown Illness including physical incapacity hospitalisation or mental illness of the consumer or family member A death in the family Heavy use of the service by customer eg from use of 190X numbers GPRS or data roaming Use of the service by a third party leaving the customer unable to pay the account Natural Disaster 2 Identifying a Customer Experiencing Financial Hardship We consider financial hardship a state that involves an ongo2. agree You are experiencing Financial Hardship We may at our discretion agree to a temporary financial arrangement which is different to the terms which ordinarily apply to You The basic principle of any agreed financial arrangement for Financial Hardship is that the repayment made by You should be sufficient to cover expected future use of the service as adjusted to ensure the customer s financial position does not worsen over a reasonable period of time as well as providing continued reduction of debt at a reasonable level i e the customer should not be going into further debt under the arrangement Got any Questions t 1300 046 464 5 4 sales ohmi com au 1 ohmi com au OFFICE HOME MOBILE INTERNET TELECOMMUNICATIONS
3. ing real inability of the customer to pay bills rather than an unwillingness to do so Got any Questions t 1300 046 464 5 4 sales ohmi com au 1 ohmi com au OFFICE HOME MOBILE INTERNET TELECOMMUNICATIONS Are you suffering financial hardship MAOTA In order for us to apply this policy you must satisfy Us that you are experiencing financial hardship in the meaning of the above definition The decision of whether you are experiencing financial hardship for the purpose of this policy will be made by Us in Our sole discretion We encourage you to provide us with third party evidence such as a report from a financial counselor or a bank or Centrelink to confirm the details of your financial hardship If you are experiencing financial hardship there are a number of organisations which provide free counselling and assistance To find a financial counsellor in your area visit www fcan com qu You may ask us to deal with a Financial Counsellor on Your behalf In order for Us to speak to a Financial Counsellor the customer must be present or we must have received prior authority from the customer to speak with the Counsellor on their behalf Please contact us for further information 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 Program 3 Reaching a Financial Arrangement Once we
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