Helping a customer manage phone bills during financial hardship

The issue

Martin has many mobile service and phone contracts with Green Broadband. Two of them are for his children.

He agreed to these contracts when he was in a good financial position.

In 2023 his circumstances changed, and he was no longer able to afford them all.
He spoke to Green Broadband seven times on webchat and in Green Broadband’s local store.

He told Green Broadband he was experiencing financial hardship and would not be able to afford them all.

He said he wanted to cancel two of the mobile services and return the phones.
Green Broadband offered to set up payment arrangements but would not cancel the contracts or accept return of the phones.

It said Martin had agreed to the contracts and must keep paying.

The investigation

We asked Green Broadband what its financial hardship policy says about the options available to customers when they experience financial hardship.

Green Broadband said its frontline staff can provide some credits and set up payment extensions and short-term arrangements, but only its financial hardship team was able to authorise cancellation of contracts and return of devices.

It said Martin did not talk to the financial hardship team.

After a conference call with Green Broadband and Martin, we were able to help Green Broadband understand Martin’s financial circumstances and what he was able to afford.

The outcomes

Green Broadband then said Martin could return two of the phones and showed him cheaper ones his children could use.

Green Broadband also helped Martin change to a cheaper mobile plan and waived some of the charges from his bills.

Martin and Green Broadband both agreed to the outcome and Martin was able to pay the balance on the account.

*Names of individuals, organisations and companies have been changed.