Financial Hardship Policy

1.1We understand that circumstances can change, and that sometimes paying your bill on time is difficult. This policy explains how we can help if you are in financial hardship, and how to ask for help.

1.2Financial hardship means you are willing to pay, but are unable to pay all or part of your bill when it is due because of a change in your circumstances, such as illness, job loss, a business downturn, a natural disaster, or domestic or family violence.

1.3This policy applies to consumers and small business customers. Applying for help is free, and we will not charge you a fee for any assistance under this policy.

2.1You can ask for help at any time, including before a bill is due. Contact us by:

2.2A financial counsellor or other authorised representative can contact us for you. Free financial counselling is available from the National Debt Helpline on 1800 007 007 or ndh.org.au.

2.3We will only ask for information we reasonably need to understand your situation. In many cases we can help without any documents.

3.1Depending on your circumstances, we can offer one or more of the following:

• a payment plan, or more time to pay
• temporarily deferring payment
• changing your plan to one that better suits your budget
• restricting usage or removing optional add-ons to lower your bill
• waiving or reducing late payment or reconnection fees
• in some cases, a discount or waiver of part of the amount owing

3.2We will work with you to agree an option you can afford, and confirm it in writing.

Our response

3.3We will respond to your request within 5 business days, and tell you what assistance we can offer. If we need more information, we will tell you what we need and why.

3.4If we cannot offer the assistance you asked for, we will explain why, and tell you about other options, including financial counselling and your right to complain.

4.1While we are assessing your request, and while you keep to an agreed arrangement, we will not:

• suspend, restrict or disconnect your service for the amount covered
• charge late payment fees on the amount covered
• take credit collection action or list a default with a credit reporting body

4.2If your circumstances change and you cannot keep to the arrangement, contact us as soon as possible and we will review it with you.

4.3If an arrangement is not kept and you have not contacted us, we will give you written notice before taking any further action.

5.1If you are affected by domestic or family violence, tell us and we will support you. We will not ask for proof, will keep your information confidential, and will work with you to keep your account and service safe. If you are in immediate danger, call 000. For support, contact 1800RESPECT on 1800 737 732.

6.1If you are unhappy with how we have handled your request, you can make a complaint under our Complaints Handling Policy. If it is not resolved, you can contact the Telecommunications Industry Ombudsman on 1800 062 058 or at tio.com.au.

6.2This policy is available at metcom.cloud/legal, and a copy is available free on request.