Financial Hardship Policy

1. What is financial hardship?

Financial hardship occurs when you are willing but unable to pay your bills due to a change in circumstances that affects your ability to meet payment obligations. This may include, but is not limited to:

• Loss of employment or reduced income
• Illness, injury, or disability
• Family or domestic violence
• Natural disaster or emergency
• Death of a family member
• Separation or divorce
• Other unexpected life events that impact your finances

This policy applies to all OTS residential and small business customers in accordance with the Telecommunications Consumer Protections (TCP) Code C628:2019.

2. How to apply for hardship assistance

You can let us know you are experiencing financial difficulty at any time through any of the following channels:

• Phone: Call 1300 OTS NET (1300 687 638) and ask to speak to our hardship team
• Email: [email protected]
• Customer portal: Log in to my.onthespectrum.com.au and submit a support ticket selecting "Financial Hardship" as the category

You do not need to provide documentary evidence of hardship to apply, although providing supporting information may help us assess the most appropriate assistance for your situation.

If someone else is authorised on your account (such as a financial counsellor, family member, or support worker), they can contact us on your behalf with your consent.

3. How we can help

Depending on your circumstances, we may offer one or more of the following options:

• Payment plans: We can arrange a payment plan that allows you to pay outstanding charges in manageable instalments over an agreed period while keeping your service active.
• Payment deferrals: We can temporarily postpone your payment due date to give you time to get back on your feet.
• Plan changes: We can move you to a lower-cost plan to reduce your ongoing monthly charges, with the option to move back when your circumstances improve.
• Waiving late payment fees: We do not charge late payment fees as a standard practice. If any fees have been applied, we will waive them during a period of assessed hardship.
• Waiving or reducing other charges: In appropriate circumstances, we may waive or reduce charges that have contributed to your debt.
• Temporary service restriction: Rather than disconnection, we can apply a temporary restriction to your service (such as reduced speed) while maintaining your connection.

We will work with you to find the option or combination of options that best suits your situation.

4. Assessment process

When you contact us about financial hardship, here is what to expect:

1. Acknowledgement: We will acknowledge your hardship application within 2 business days.
2. Assessment: We will assess your situation and discuss the available options with you. This may involve understanding your current financial position, the nature of your difficulty, and what you can reasonably afford. We aim to complete our assessment and offer a resolution within 5 business days.
3. Agreement: Once we agree on an arrangement, we will confirm the details in writing (by email). This will include the type of assistance, duration, and any conditions.
4. Review: We will check in with you periodically to ensure the arrangement is still working. If your circumstances change, we can adjust the arrangement.

5. Your rights during hardship

While we are assessing your hardship application, or while a hardship arrangement is in place:

• We will not disconnect your service while your hardship application is being assessed, or while you are meeting the terms of an agreed arrangement.
• We will not refer your debt to a collection agency while your hardship application is being assessed or while an arrangement is in place and being followed.
• We will not report a default on your credit file while a hardship arrangement is active and you are complying with its terms.
• We will treat you with dignity and respect. Our staff are trained to handle hardship enquiries sensitively. All information you share is treated confidentially.
• You can nominate a representative such as a financial counsellor or support worker to deal with us on your behalf.

6. External support and financial counselling

If you need help managing your finances or dealing with debt, free and confidential financial counselling is available:

Financial counsellors can help you understand your options, negotiate with creditors, and develop a plan to manage your debts. This service is free, independent, and confidential.

If you are experiencing family or domestic violence, you can also contact 1800RESPECT on 1800 737 732 for support and referrals.

7. If you are not satisfied

If you are unhappy with the outcome of your hardship assessment, or if you believe we have not handled your situation appropriately, you can:

1. Request an internal review: Ask us to escalate your case to a senior member of our team. Email [email protected] or call 1300 OTS NET (1300 687 638) and ask for a complaint escalation.
2. Contact the Telecommunications Industry Ombudsman (TIO): The TIO is a free and independent external dispute resolution service. You can contact the TIO if we have not resolved your complaint within 15 business days, or at any time if you are dissatisfied with our response.

   Telecommunications Industry Ombudsman

   Phone: 1800 062 058

   Website: www.tio.com.au

8. Contact