Payment Assistance Policy
Our approach
At Teleca, we understand that financial situations can change. If you’re experiencing hardship, our goal is simple:
– Keep you connected wherever possible
– Work with you to find a manageable solution
– Only use disconnection as a last resort
This policy should be read together with our Standard Form Agreement and Billing Policy
Applying for assistance
You can apply for financial hardship assistance at any time, free of charge.
We will assess your application in accordance with:
– Applicable laws
– Industry standards
– This policy
How to contact us
PH: 1300 955 533
E: cs@teleca.com.au
W: https://teleca.com.au/contact/
Types of assistance available
Depending on your circumstances, we may offer:
– Payment plans
– Payment extensions
– Other tailored arrangements
All arrangements are subject to assessment and must be reasonable and sustainable.
Eligibility
You may be eligible if:
– You are an individual, small business, or not-for-profit; and
– You are unable to meet your payment obligations due to reasonable circumstances; and
– You do not resell the service
Assessment process
– We will acknowledge your application as soon as practicable
– We will assess your application promptly, and where possible within 5 business days of receiving all required information
– We will notify you of the outcome as soon as possible
If approved:
– We will provide a proposed arrangement
– Once agreed, it takes effect immediately
– We will confirm the arrangement in writing
Information requirements
We may request information where reasonably necessary.
We will:
– Only request relevant and proportionate information
– Not require documentation for short-term assistance in most cases
During assessment
While your application is under review, we will not take credit management action in relation to the amount being assessed.
Interaction with other policies
– Payment obligations remain subject to our Billing Policy
– Service terms remain subject to our Standard Form Agreement
– Nothing in this policy limits our rights under those documents, except where required by law
Complaints
If you are not satisfied with a decision, you can contact us to request a review.
We will manage complaints in accordance with our internal complaints process.
Additional support
– Translating & Interpreting Service: 131 450
– National Relay Service: 1800 555 677
You may also contact a financial counselling service:
moneysmart.gov.au/managing-debt/financial-counselling