Consequences of non-payment

Consequences of non-payment may include disconnection or termination of services limit any further non-payment.

Any default on payment may lead to disclosure to a Credit Recovery body/debt collection agency and this may be added to the customer’s credit file.

Any debt outstanding from a customer may be passed on to a collection agency or debt buyer. This may occur when your debt is more than seven days past your trading terms. 



If we plan to terminate or disconnect your services, we will notify your business of the date and the reason why. 

We will provide a disconnection notice that also includes various information including the Consequences of non-payment and Financial Hardship.

Financial Hardship

What qualifies as financial hardship agreement?

A financial hardship agreement is when someone is willing to pay their debts as they originally agreed to but is unable to do so due to a significant unexpected event or unforeseen circumstances that have seriously impacted their ability to pay.

We may ask for evidence to support your claim. We may request for an agreement to be signed that states the terms of any hardship agreement will be honoured and all debt will be paid as per the agreement terms.

We are here to help. We will work with you to help you respond to financial difficulty, whether temporary or long-term. We are committed to helping customers facing financial hardship maintain telecommunications access and working with you to find a sustainable solution. Any help we can give will depend on your individual circumstances, and we provide help on a case-by case basis.

We may consider some or all of the following to assist you with your financial hardship.

A minimum of three of the following options are required for keeping the Customer connected:

  1. a. Spend controls;
  2. b. Restriction of service, in respect of overall or specific services;
  3. c. Transferring the Customer to a Pre-Paid Service;
  4. d. Transferring the Customer to a contract which includes hard caps or Shaping; or
  5. e. Low cost interim options until the Customer can continue with original payments.

A minimum of three of the following options of suitable financial arrangements:

  1. f. Temporarily postponing or deferring payments (for a longer period than would typically be offered to Customers requesting an extension
  2. g. Outside of Financial Hardship arrangements);
  3. h. Agreeing on an alternative arrangement, plan, or contract, including
  4. i. Discussing Pre-Paid Services;
  5. j. Discounting or waiving of debt;
  6. k. Waiving late payment fees;
  7. l. Waiving cancellation fees; or
  8. m. Incentives for making payments, for example payment matching

Contact hours

You may contact us during our normal business hours and arrange a suitable time to discuss your account status.

Information may be requested

We may require some of the following to consider your business as impacted by Financial Hardship.
Information that you might require a Customer, or former Customer, to provide to assess Financial Hardship under the Financial Hardship policy e.g.
Income details, details of the Telecommunications Service (telephone number, broadband), and most recent contact details.

Your obligations

You must act in good faith. If your circumstances change, you must notify us immediately.

How we make a decision?

We take all available information into consideration and make an informed decision. We will consider keeping services online if there is no risk of increasing debt and financial risk. We will always make decisions for the best interest of our business first.