Financial Hardship Policy

At Business Phones, our goal is to help you stay connected to the telecommunications services that matter to you.
We recognise that unexpected life events can sometimes create financial pressure, which may make it difficult to keep up with service payments. If this happens, we’re here to work with you.

We assess financial hardship on a case-by-case basis, taking your personal circumstances into account. Hardship may arise from situations such as:
• Loss of employment for you or a member of your household
• Relationship or family breakdown
• Illness, injury, hospitalisation, or mental health challenges affecting you or a family member
• Bereavement
• Natural disasters

If you’re struggling to pay your bill, or would like to explore ways to reduce your costs, please contact our Billing Support Team between Monday and Friday, 8:30am–5:00pm AWST:

• 1300 023399– Option 1
• support@businessphones.com.au

Our team is trained to approach every situation with care and understanding, so we can agree on a solution that works for both you and Business Phones. We encourage you to get in touch as early as possible if you think you may be experiencing financial hardship, as this gives us the best chance to help you manage your account.

Financial Hardship Payment Arrangements
One of the most effective ways to maintain your Business Phones services is to set up a payment arrangement with our support team. These arrangements are designed to cover ongoing service use while gradually reducing any outstanding balance over a manageable period, helping prevent further debt.

To assess your situation, we may ask questions about the circumstances contributing to your hardship. In some cases, we may request supporting documentation, such as a letter from a medical professional or confirmation from a recognised financial counsellor. If documentation is required, we will let you know during our discussion.

After a payment arrangement is in place, we will continue to monitor your account. While service suspension or disconnection may be considered if concerns remain, this is always a last resort, and we will make every reasonable effort to avoid it.
Depending on your circumstances, we may also be able to offer additional support, such as waiving late fees, providing alternative plans, or deferring payments. If your situation changes while you’re on a payment plan, please contact us as soon as possible so we can review your arrangement.

We can also discuss other options to help reduce your debt, including call barring, service restrictions, plan changes (where available), and tools to help you better track your usage and spending.

Financial Counselling
You may request that we work directly with a Financial Counsellor on your behalf. To do this, you must either be present during the discussion or have provided us with prior authorisation to speak with the counsellor for you.
Free financial counselling is available Australia-wide through the National Financial Counselling Hotline on 1800 007 007, operating Monday to Friday from 9:30am to 4:00pm.
You can also visit www.financialcounsellingaustralia.org.au for further information and support.
Please note that customers who have transferred all services to another provider but still have an outstanding balance with Business Phones are not eligible to participate in our Financial Hardship Program.


Complaints
If you’re unhappy with the outcome of your Financial Hardship assessment, you can refer to our Complaint Handling Policy, available at www.businessphones.com.au/policies.