Financial Hardship Policy

What is financial hardship?

The Telecommunications Consumer Protection Code and Amnet define financial hardship as a situation where a Customer is unable, reasonably, because of illness, unemployment or other reasonable cause, to discharge their financial obligations under their contract with the Supplier and the Customer reasonably expects to be able to discharge those obligations if payment and/or Service arrangements were changed. Financial hardship can be of limited or long term duration.

Financial hardship may arise in any of the following circumstances:

  • Loss of employment of the customer or family member
  • Family breakdown
  • Illness, physical incapacity, hospitalisation or mental illness of the customer or family member
  • A death in the family
  • Or other factors resulting in unforseen change in the customer’s capacity to meet their payment obligations

What options are available to me if I am experiencing financial hardship?

Options that may be considered include:

  • Additional time to pay outstanding invoices;
  • A structured payment plan of short or long duration; or
  • Waiving of any associated downgrade fees to assist in reducing the ongoing cost of the service.

What information may I be asked to provide?

In order to identify the nature of any financial hardship and to provide the appropriate assistance, the following information may be requested:

  • The circumstances surrounding the financial hardship
  • The timeframe that you expect the financial hardship to continue
  • A summary of your expenses and income
  • Documentation to confirm the accuracy of the information provided

How do I contact Amnet about financial hardship?

You can discuss this with the Amnet billing team by emailing or calling 1300 88 22 32 on weekdays between 9am and 5pm (WST).

Where else can I seek advice regarding financial hardship?

Financial Counselling Australia provide the contact details of a number of financial counselling services on their website.