Payment Assistance Support Summary

Our Payment Assistance Program is available to our residential and eligible small business customers who are experiencing temporary or long-term financial hardship and are unable to pay their telecommunications bills. You have the right to apply for short-term or long-term payment assistance and our Payment Assistance Program is always free of charge.

If you’re experiencing any of the following situations, you may be eligible for payment assistance and other options offered by SPC:

·       personal or household illness

·       unemployment

·       low or insufficient income, including reduced access to income

·       being a victim/survivor of domestic or family violence

·       a death in the family

·       a change in personal or family circumstances

·       a natural disaster

·      unexpected events or unforeseen changes that have impacted your income or expenditure

·      other reasonable causes; and you consider you will be able to meet your payment obligations if payment assistance is provided.

How can we help you?

We understand that sometimes you may need additional support, and we're here to help on a case-by-case basis. We're committed to helping you maintain telecommunications access by providing a tailored and sustainable solution that meets your individual circumstances.

Our payment options include:

·       temporarily postponing, extending, or deferring the time for paying a bill

·       applying a credit to your account

·       a payment plan which is tailored to meet your ability to pay

·       discounting a bill charge

·       adjusting internal threshold limits so that you are not disconnected; or offering a free non-automatic payment method.

How do you apply?

Call 13 14 64 Monday to Friday, 8am to 6pm (AEST). You may nominate an authorised person, an advocate or a financial counsellor to speak to us on your behalf. For language assistance, hearing or speech impairments, or interpreter services call 13 14 64 to request.

Alternatively, contact us via email collections@southernphone.net.au and provide the following:

•       Name

•       Account Number

•       Date of Birth

•       Contact Number on Account.

For additional help or more details, consult our Payment Assistance Policy.

Where to get further assistance

Community financial counselling and support services are available free in Australia by calling the National Debt Helpline on 1800 007 007 (Monday to Friday, 9.30am to 4.30pm) or visit ndh.org.au

Financial counselling services can be accessed at: moneysmart.gov.au/ managing-debt/financial-counselling

Help is available from community welfare organisations such as The Salvation Army, Anglicare, St Vincent de Paul Society. The Telecommunications Industry Ombudsman can also be contacted for support.

What if I have a complaint?

For complaints about our Payment Assistance Program or to have your application reviewed, contact 1800 654 950 or email escalations@southernphone.net.au. We'll try to resolve your issue as quickly as possible in accordance with our Southern Phone Telecommunications Complaints Handling Policy.

If you are not satisfied, you can contact the Telecommunications Industry Ombudsman on 1800 062 058 or via tio.com.au

Please note you will not be disadvantaged from agreeing to a payment assistance arrangement if you make a complaint.