Tailoring plans to suit you
Your provider wants you to pay more than you can afford. Your provider should give you flexible options that match what you can afford, and review them when your situation changes.
TIPS
How you can work with your provider on a plan that helps you
Tell your provider the current payment plan doesn’t work for you
Ask what options they can offer
If your situation changes, ask your provider to review the plan
Keep a record of what you agreed with them
EXPECTATIONS
What we expect your provider to do
When you set up a payment plan with your provider, they should:
Offer options
Your provider should offer you a range of options, not just one.
Fit the plan to suit you
Your provider should tailor the plan to suit your situation and what you can afford.
Explain the options
Your provider should set out your options clearly so you can choose the best one for you.
When situations change, review plans
When your situation changes, your provider should adjust the plan to suit new circumstances.
Ready to make a complaint?
10-20 minutes
OUR CONSIDERATIONS
We look at what options your provider offered and if the plan suited your situation.
What options they offered you
If the plan suited your situation
If they reviewed the plan when your situation changed
POSSIBLE OUTCOMES
Depending on your issue, we may ask your provider to...
Provide suitable options
Show you flexible ways to pay that fit your situation.
Adjust your plan
Change the amount or frequency to match what you can afford.
Refund or waive
Return or cancel charges that any unsuitable plans caused.
Review regularly
Check the plan is still suitable when circumstances change.
How we've helped others
- Financial hardship
- Billing or debt
Martin’s provider wouldn’t provide options on how he could pay
When Martin could no longer afford multiple phone contracts, we helped him and his telco find a fair way forward. The outcome reduced his costs and supported him through financial hardship.