Contact: 1300 550 550

Financial Hardship Policy

Eftel understands that customers can at times experience issues that make it difficult to meet the payment terms for the services they source from Eftel. In order to assist customers experiencing such a financial situation, and to retain the future business of the customer, Eftel has instigated a Financial Hardship Policy.

Eftel understands that each customer has individual needs and can or may experience some form of financial hardship in their life based on their circumstances. We offer this service to the people whom find themselves in the following situations:

Unemployment
Illness
Physical or mental disability
Pensioners
Family Breakdowns
Death of the family member contributing towards their finances
Abuse of a service
Large account due to excessive use or calls

The nature of the policy is that customers must pro-actively contact Eftel to advise of their situation and apply for financial assistance under the policy guidelines. Eftel will consider the customers for assistance on the basis that all repayments cover their future bills in order for their situation not to worsen and in addition to this the repayments should be sufficient enough to start paying off the existing outstanding debt they have with us. All arrangements under this policy require the customer to commit to a payment plan with a direct debit authority.

In order to ensure the customers account is properly managed to prevent any further unexpected charges, we offer a range of tools / options for the customer to utilise in order to ensure they are in control of their bill.

Services offered:

Restriction of full services
Restriction of service components
Terminating services upon customer's request.
Transfer to a lower cost internet service. For example slower speed or lower data limit.

Download the Financial Hardship Form

Eftel Pty Ltd

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Financial Hardship Policy Guidelines

Customer to contact Eftel seeking assistance under the Financial Hardship Policy
Senior members of the Credit Management Team will be authorised to deal with the applications of customers under this policy
Customers will be required to complete an application form detailing the extent of assistance they require, the payment commitments they wish to make. Should a customer fail or refuse to complete the application form in full they will not be eligible for assistance under this policy.
With each application customers are required to supply 3 recent payslips or if on social security or other source of income then evidence of that income. Customers will also be required to supply copies of other financial obligations they are facing eg council rates notices, medical bill. Should a customer fail to supply the required information then they will not be eligible for assistance under this policy.
Customers will also be required to advise how they may wish to alter their current services to minimise future obligations, for example removing access to international, STD or calls to mobiles.
The Credit Team member assigned to that case will review the application, supporting documents, and existing service arrangements with the customer in order to come to a decision on whether the customer qualifies for assistance under the financial hardship policy.
To assist in the decision the Team Member will contact the customer to discuss the situation and a possible solution.
Should the Credit Team Member come to the judgement that the customer is not able to meet the requirements of the policy and the proposed repayment schedule then the client will be deemed ineligible for assistance under this policy.