Policy
Financial Hardship Policy
Download PDFVersion 1.0
Effective Date: May 2026 · Review Date: May 2027
1. Purpose
Coastcom recognises that customers may experience financial hardship from time to time and may require assistance managing their telecommunications services and payments.
2. What is Financial Hardship?
A customer may be experiencing financial hardship if they are willing but unable to pay for telecommunications services due to illness, unemployment, reduced income, domestic violence, natural disasters, separation, business downturn or other unforeseen circumstances.
3. Eligibility
Customers may be eligible for hardship assistance if they are active Coastcom customers experiencing payment difficulties and require support.
4. Assistance Options
Support options may include payment plans, deferred payments, plan reviews, spend controls, fee waivers and service adjustments.
5. Applying for Assistance
Customers may request hardship assistance through phone, email, website contact forms or authorised representatives.
6. Assessment Process
Coastcom will assess requests fairly, confidentially and sensitively, considering individual customer circumstances.
7. Active Hardship Arrangements
While customers comply with agreed hardship arrangements, Coastcom will generally avoid service suspension or debt escalation.
8. Customer Responsibilities
Customers should provide accurate information, comply with agreed arrangements and notify Coastcom if circumstances change.
9. Vulnerable Customers
Coastcom will provide reasonable support to vulnerable customers including those affected by disability, domestic violence or language barriers.
10. Privacy
Hardship information will be handled in accordance with the Privacy Act 1988 and Coastcom privacy procedures.
11. Complaints
Customers may request internal review or contact the Telecommunications Industry Ombudsman (TIO) if dissatisfied with a hardship outcome.
12. Accessibility
This policy is available free of charge and in alternative formats where reasonably practicable.