We use a recognized definition of financial hardship. The ACIF Credit Management Code defines financial hardship as:
“A situation where a Customer is unable, reasonably, because of illness, unemployment or other reasonable cause, to discharge their financial obligations under their contract with the Supplier and the Customer reasonably expects to be able to discharge those obligations if payment and/or Service arrangements were changed. Financial hardship can be of limited or long term duration.”
Customer hardship can arise from a variety of situations. Hardship can be either of limited duration or long term. To illustrate, several of the common causes are listed below.
Hardship can result from a number of factors including:
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.
Customers who have chosen to transfer all of their services to another provider but still have an outstanding balance with us are ineligible for participation in Our Financial Hardship Program.
In order for us to apply this policy you must satisfy us that you are experiencing financial hardship in the meaning of the above definition. The decision of whether you are experiencing financial hardship for the purpose of this policy will be made by us, in our sole discretion.
We encourage you to provide us with third party evidence, such as a report from a financial counselor, or a bank, or Centrelink, to confirm the details of your financial hardship.
You may ask us to deal with a Financial Counselor on Your behalf. In order for us to speak to a Financial Counsellor, the customer must be present, or we must have received prior authority from the customer to speak with the Counselor on their behalf.
Financial Counselling Australia (FCA) is the peak body for financial counsellors in Australia. For further details, refer to https://www.financialcounsellingaustralia.org.au/Home. You can talk to a free phone financial counsellor from anywhere in Australia by ringing 1800 007 007 (minimum opening hours are 9.30 am - 4.30 pm Monday to Friday).
Once we agree 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.
The basic principle of any agreed financial arrangement for Financial Hardship is that the repayment made by You should be sufficient to cover expected future use of the service (as adjusted to ensure the customer’s financial position does not worsen over a reasonable period of time) as well as providing continued reduction of debt at a reasonable level (i.e. the customer should not be going into further debt under the arrangement).
Please call us on 07-31939400 or email firstname.lastname@example.org. Our standard operating times are Monday – Friday 9 AM – 8 PM, Saturday 10 AM – 6 PM AEST. To discuss matters related to financial hardship, please ask to speak with a Financial Hardship Manager.
To help you manage your spend on your mobile, we have measures such as notifications for 50%, 80% and 100% usage of data and/or call spend. Alternatively you can monitor and track your usage online at https://www.moosemobile.com.au/. We can also look at putting a bar on your outgoing calls, texts and/or data if you have exceeded your monthly spend.While we will endeavor to bar the service as soon as it is exceeded but please note that this unbilled spend usage information can be delayed and any overspend has to be paid.