Financial Hardship Policy
From the Telecommunications Consumer Protection Code (TCP):
Financial Hardship means a situation where:
(a) a Customer is unable to discharge the financial obligations owed by the Customer under their Customer Contract or otherwise discharge the financial obligations owed by the Customer to a Supplier, due to illness, unemployment or other reasonable cause; and
(b) the Customer believes that they are able to discharge those obligations if the relevant payment arrangements or other arrangements relating to the supply of Telecommunications Products by the Supplier to the Customer are changed.
Managed Solutions Internet considers a customer to be experiencing financial hardship in the event that they are unable to pay bills, as opposed to being unwilling to do so. Financial hardship can arise from a variety of situations and can affect a wide range of individuals and businesses. 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, but not limited to:
- Illness including physical incapacity, hospitalisation, or mental illness a family member.
- A death in the family.
- Natural Disaster.
REACHING A FINANCIAL ARRANGEMENT
The basic principle of any agreed financial arrangement is that the repayment should be sufficient to cover expected future use of the service (as adjusted to ensure your financial position does not worsen over a reasonable period of time) as well as providing continued reduction of debt at a reasonable level (e.g. you should not be going into further debt under the arrangement). To enable this to occur, there are options available to both you and Managed Solutions Internet to manage the financial impact of your services. For example, we may agree to change a service to a cheaper plan or remove certain extra cost add-ons.
To assist us in assessing your application for hardship assistance, we will need you to provide your account details and other personal information so that we can identify you as the account holder of the service. Depending on the circumstances of your application, we may also require documentation in support of the information you provide to us as part of your application (e.g. a letter from your doctor if your hardship is due to illness). If we will require such supporting information from you, we will advise you when we discuss your application with you.
YOUR OPTIONS TO STAY CONNECTED
If you wish to stay connected with us, some options include:
• Spend controls;
• Restriction of service, in respect of overall or specific services;
• Transferring you to a Pre-Paid Service;
• Transferring you to a contract which includes hard caps or Shaping; or
• Low-cost interim options until you can continue with original payments.
Some other options for suitable financial arrangements include:
• Temporarily postponing or deferring payments;
• Agreeing on an alternative arrangement, plan, or contract, including discussing Pre-Paid Services;
• Discounting or waiving of debt;
• Waiving late payment fees;
• Waiving cancellation fees; or
• Incentives for making payments, for example payment matching.
HOW TO FIND OUT MORE
By telephone, financial hardship inquiries can be made to 1300 626 765 between Monday and Friday, 8.30am – 17:00pm AEST.
By E-mail, we can be reached at email@example.com
Managed Solutions Internet
3/ 266 Brisbane Street
West Ipswich, QLD 4305
Alternatively, you can contact an independant body such as Financial Counselling Australia:
Telephone: 07 3004 6911
Fax: 07 3004 6999