Help with financial hardship issues
If you are struggling to pay for your phone and internet, you may feel overwhelmed and need help. If you are not offered the right payment options or support for your individual needs, it can make it harder for you to stay connected and pay for other essentials.
The most common complaints we see about financial hardship involve:
- debt collection and credit default listings
- lack of support for vulnerable consumers
- inflexible payment options.
When handling complaints involving financial hardship, we may ask you or your provider for extra information. This could include:
- what you told your provider and, if you asked for help, what you asked for
- what your provider offered and whether that offer takes your situation into account
- what you agreed to or understood from what your provider said
- outstanding charges
- the status of a debt
- communications and notices about the debt.
We also take provider obligations into account, including telco-specific rules about financial hardship and responding to complaints.
More information about financial hardship issues
Read our Good industry practice guide for financial hardship
Tips for phone and internet consumers experiencing financial hardship
How we've helped consumers with financial hardship issues
Case study: Neil was not offered a reasonable payment arrangement when he was unable to work
Case study: Lucas could not afford the cost of a satellite service