We recognise that customers may experience temporary financial hardship that affects their ability to pay for telecommunications services. Our aim is to work with customers to find reasonable solutions that enable them to maintain services wherever possible.
This policy applies to customers who are experiencing genuine financial hardship and are unable to meet their payment obligations under their service agreement.
Customers experiencing financial hardship should contact us as soon as possible.
We may request reasonable information to understand your circumstances and assess what assistance may be appropriate. We will only request information that is necessary to assess your application.
Each request is assessed individually, fairly and promptly, taking into account the customer's circumstances and payment history.We will advise you of our decision as soon as reasonably practicable and, where assistance is approved, confirm the agreed arrangement in writing.
Depending on your circumstances, assistance may include:
• Payment plans;
• Temporary payment deferrals;
• Revised payment arrangements; or
• Another reasonable arrangement agreed between us.
The assistance offered will depend on your individual circumstances and our ability to continue providing services.
Customers receiving financial hardship assistance are expected to:
• Provide accurate information relevant to their request;
• Work with us to agree on a suitable arrangement; and
• Comply with any agreed payment arrangement.
If your circumstances change, please contact us as soon as possible so your arrangement can be reviewed.
Any personal or financial information provided in connection with a financial hardship request will be handled in accordance with our Privacy Policy and applicable Australian privacy laws.
If you are dissatisfied with our assessment or the assistance provided, you may lodge a complaint through our complaints process.If we are unable to resolve your complaint, you may be able to refer the matter to the Telecommunications Industry Ombudsman (TIO), where applicable.
For financial hardship assistance, please contact:
Phone: 07 3369 7666
Email: requests@sentrian.com.au
Business Hours: 8am to 5pm Monday to Friday (excluding Brisbane public holidays)
