Financial Hardship Policy Summary

Financial Hardship Policy Summary

The financial hardship policy is designed to help customers of Simple Telecom manage their financial obligations where a circumstance has arisen preventing them from meeting their full obligations.

We consider financial hardship a state that involves an ongoing real inability of the customer to pay bills, rather than an unwillingness to do so.

Contact Details

You can contact the Financial Hardship team between 9am and 5pm to discuss any aspect of your hardship:

Phone: 1300 858 751
Phone: +617 3123 6322
Fax: 1300 858 752
Mail: PO Box 10, Coolum Beach QLD 4573

Immediate Options available

We can take immediate action for you to help manage your account with us. You can monitor your spend through the simple console or we can suspend your service to restrict calls all together.

Information we will require to access your application

1. Your account details
2. Details of which Simple Telecom invoices your experiencing hardship with
3. What is the cause of the difficulty
4. Evidence supporting the reasons you have stated which makes you unable to meet your financial obligations.
5. Details of professional assistance your receiving to help manage your situation.

How we access your application

Once all the required paperwork (mentioned above) is received by Us from you, allow Us 7 business days to come to a decision regarding your claim for hardship. We will look at your situation based on the documentation you have provided and come to a decision. You will be notified by Us by email of the decision regardless of the outcome. A decision cannot be made by Us regarding your hardship claim without all requested documentation.

If the decision agrees with you, that you are experiencing Financial Hardship, We may at our discretion agree to a temporary financial arrangement which is different to the terms which ordinarily apply to You. Generally this allows you to enter a payment plan which will cover your current usage and begin to repay the remainder of the account over time.