Financial Hardship Policy

This document outlines Superopti’s Financial Hardship Policy as referenced in the Customer Service Agreement for Superopti Pty Ltd ABN 26 662 072 844. Throughout this policy, references to “we,” “our,” or “us” denote Superopti Pty Ltd.

1. Introduction

1.1 Understanding Financial Difficulties

Recognizing that our customers may encounter challenges that affect timely bill payments, we are dedicated to ensuring that those facing financial difficulties can still maintain their internet connection. This Financial Hardship Policy elucidates how we can provide assistance to customers experiencing financial hardship.

1.2 Policy Overview

This policy covers:

  • (a) Steps to take if circumstances impact your ability to meet financial obligations
  • (b) Seeking assistance from us for financial hardship
  • (c) Assessment of your circumstances
  • (d) Criteria for determining eligibility for assistance
  • (e) Actions taken to assist if financial hardship is determined

2. Financial Hardship

Definition

2.1 Adopting the Telecommunications Industry’s definition, financial hardship is a situation where, due to illness, unemployment, or other reasonable causes, you are unable to meet financial obligations under your Customer Service Agreement. A change in payment and/or service arrangement is expected to allow discharge of those obligations.

2.2 Financial Hardship may result from various circumstances, such as:

  • (a) Loss of employment
  • (b) Health issues or incapacitation
  • (c) External events (natural disasters, fire, flood, storm)
  • (d) Domestic violence
  • (e) Family breakdown
  • (f) Third-party abuse affecting the ability to pay

3. Seeking Assistance

3.1 Requesting Support

If experiencing genuine Financial Hardship, customers can notify us and seek assistance.

3.2 Customer Service Team

Our trained Customer Service team may proactively identify customers dealing with Financial Hardship and offer assistance.

3.3 Contact Details

Contact our Customer Service team at 1800 73 22 16 or email support@superopti.com

3.4 External Assistance

Seek additional help from the National Debt Helpline at 1800 007 007 or visit www.ndh.org.au.

4. Assessing a Request for Assistance

4.1 Evaluation Process

After lodging a request, we assess your circumstances and eligibility for assistance.

4.2 Required Information

We may request details like income, service information, contact details, and more. Your cooperation is essential for an accurate assessment.

4.3 Privacy Assurance

We prioritize privacy, ensuring confidentiality and compliance with the Privacy Act 1988 (Cth).

5. Types of Assistance

5.1 Options Available

Assistance may include:

  • (a) Reducing service specifications and fees
  • (b) Temporarily stopping service to prevent additional charges
  • (c) Offering low-cost interim solutions

5.2 Financial Arrangements

Options for financial arrangements may involve payment plans, postponing payments, or waiving late fees.

6. Arrangements and Review

6.1 Confirmation

If eligible for assistance, we’ll make an arrangement with you, ensuring agreement to comply with the terms.

6.2 Adjustments

Notify us of any changes during the arrangement. Adjustments may be proposed and implemented with your agreement.

7. Further Review

7.1 Appeals Process

For further review, contact our Complaints team through various channels.

8. No Fee

8.1 Cost-Free Assistance

We do not charge for assessing Financial Hardship circumstances or administering any arrangement.