This policy outlines the financial hardship assistance options available to any customer who is experiencing financial hardship and is unable to pay their invoice by the due date.
The customer is responsible for contacting Customer Service when they become aware that they will be unable to pay their invoice by the due date.
In the situation where the customer is experiencing genuine financial hardship, is willing to pay and is seeking financial assistance, we will work together with the customer to construct a suitable payment plan.
We may restrict access to certain services whilst a payment plan is in place and/or manage the customer's future spending by applying a credit limit.
Supporting documentation will be required to assist in ascertaining eligibility and in agreeing a reasonable payment arrangement.