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Financial Hardship Policy

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  • Financial Hardship Policy

1. Purpose

The objective of this policy is to establish Voipsol's obligations and commitment to identifying, notifying, assisting, and engaging with customers experiencing financial hardship, in compliance with the Telecommunications (Financial Hardship) Industry Standard 2024, as administered by the Australian Communications and Media Authority (ACMA).

2. Definitions

Financial hardship assistance refers to the one or more of the assistance options that Voipsol offers to help customers in financial hardship to continue to access their telecommunications products or to pay a debt that they owe Voipsol.

3. Policy Goal

The primary objective of this policy is to ensure that customers experiencing financial hardship retain access to essential telecommunications services. Voipsol provides support to ensure accessibility for customers with disabilities, special needs, or those from culturally and linguistically diverse backgrounds.

4. Eligible Customer

  • 4.1. You may be eligible to apply for financial hardship assistance if you are a current or former Voipsol customer(“Eligible Customer”)
  • 4.2. Eligible customers have the right to apply for financial hardship assistance in accordance with this policy.
  • 4.3. Voipsol does not impose any charges for processing such applications.
  • 4.4. Customers are entitled to lodge complaints concerning the handling of inquiries or applications for financial hardship assistance. Such complaints will be addressed in accordance with Voipsol's Customer Complaint Procedure.
  • 4.5. Provided, you will be unable to meet your financial obligations to Voipsol in circumstances such as:
    • i. Personal or household illness;
    • ii. Unemployment;
    • iii. Low or insufficient income, including reduced access to income;
    • iv. Being a victim-survivor of domestic or family violence;
    • v. A death in the family;
    • vi. A change in personal or family circumstances;
    • vii. A natural disaster;
    • viii. Unexpected events or unforeseen changes affecting your income or expenses; and
    • ix. Other reasonable causes.

5. Options for Financial Hardship Assistance

  • 5.1.Voipsol shall working with customers to establish an assistance arrangement that is both realistic and appropriate to their personal circumstances. Depending on individual situations, not all options may be suitable. The following financial hardship assistance options are available:
    • i. Spend controls
    • ii. Service restrictions and temporary plan downgrades at no cost, applicable to overall or specific services
    • iii. Payment plans
    • iv. Temporary postponement or deferral of payments
    • v. Alternative payment arrangements
    • vi. Discussion and transfer to a pre-paid service
    • vii. Discounting or waiving of debt
    • viii. Waiving of late payment fees and cancellation fees
  • 5.2. Customers can discuss these options with our customer service team by contacting +61 3 8000 8108 , available Monday to Friday, 9:00 AM to 5:30 PM (Australian Eastern Time), excluding public holidays in Victoria.

6. How to Apply for Financial Hardship Assistance?

  • 6.1.You can apply for or discuss the assistance we offer by using one of our existing contact methods set out below.
  • 6.2. To start an application, monitor the process of your application or discuss your options for financial hardship assistance you can contact our customer service team by phone +61 3 8000 8108 or email info@voipsol.com.au.
  • 6.3 Our business hours are: Monday to Friday 9:00 am - 5:30 pm Australian Eastern Time (excluding public holidays in Victoria).

7. Information you will need to provide to start the application process

Before we can assess your application, we will need to identify you, in accordance with ACMA regulations. This will include a multi-factor authentication process so that we can be sure we are talking to the account holder (or your authorised representative).

8. Additional Information Required to Assess Your Application

  • 8.1. Voipsol may request the following supporting documentation to assess your application for financial hardship assistance:
    • i. A statutory declaration or official written correspondence from a person or support group with knowledge of your circumstances;
    • ii. Evidence of consultation with a recognised financial counsellor;
    • iii. A statement of your financial position detailing your income, expenses, assets, and liabilities.
  • 8.2. Voipsol reserves the right to request supporting documentation under the following circumstances:
    • i. The proposed arrangement is expected to extend beyond three payment cycles;
    • ii. The outstanding balance to be repaid exceeds $1,000;
    • iii. The applicant has been a customer of Voipsol for a period of less than two months; or
    • iv. There are reasonable grounds to suspect potential fraud.
  • 8.3. Supporting documents can be sent to info@voipsol.com.au or you can contact our customer service team by phone +61 3 8000 8108 . Customers with disabilities, special needs or from cultural and linguistically diverse backgrounds will have access to assistance to make the application where needed.

9. Information and Assessment

  • 9.1 Voipsol shall not retain copies or records of any additional information provided by the customer beyond the period required to complete the assessment of the application.
  • 9.2We may not be able to assess your circumstances if you don’t provide us with the requested information or it is incomplete. If you provide information that is false, inaccurate or misleading, this may result in your application being cancelled.
  • 9.3Whenever Voipsol requests information from a customer, the customer will be provided with Voipsol’s contact details for further inquiries. Clear instructions will also be given on how and where to submit the requested information.
  • 9.4In the event that you do not agree with the offered solution, you may request a review of the decision and/or lodge a formal complaint.
  • 9.5If you remain dissatisfied with the handling of your complaint, you have the right to escalate the matter to the Telecommunications Industry Ombudsman (TIO).

10. Application Assessment Process

  • 10.1. Voipsol shall assess your application for financial hardship assistance in a fair and transparent manner. In order to do so, Voipsol shall:
    • i. engage with you to discuss your application and assess your eligibility for financial hardship assistance, requesting any necessary information.
    • ii. collaborate with you to determine the most appropriate assistance options based on your circumstances.
    • iii. provide solution for assistance will be offered to you, in line with the options discussed.
    • iv. Commence the assistance immediately upon your agreement to the proposed solution.
  • 10.2. In the event that you do not agree with the offered solution, you may request a review of the decision and/or lodge a formal complaint.
  • 10.3. If you remain dissatisfied with the handling of your complaint, you have the right to escalate the matter to the Telecommunications Industry Ombudsman (TIO).

11. Timeframes that apply to the assessment process

Voipsol will complete the assessment of your application within five (5) business days of receiving a complete application. Upon completion of the assessment, Voipsol will notify you of the outcome within two (2) business days. If it becomes evident that you are ineligible for financial hardship assistance, Voipsol will inform you immediately.

12. Financial Counselling Services

  • Financial counsellors are available to provide free, confidential, and independent support and advice. The following services are available to assist you:

13. Complaints and Review

  • 13.1. If you wish to review the outcome of a financial hardship assessment, you may do so through our Complaints Handling Process. You can submit a complaint to Voipsol via the following methods:
  • 13.2. If you are still not happy with the outcome of your complaint after following our dispute resolution process, you can contact the Telecommunications Industry Ombudsman (TIO) for independent mediation. The TIO can be contacted by calling 1800 062 058 or visiting the TIO website at https://www.tio.com.au/