Telnetworks
Payment Assistance
and Financial Hardship Policy
Telnetworks provides telecommunications, internet, voice, data and related technology services to businesses, government and corporate customers across Australia.
We recognise that businesses can experience periods of financial difficulty for a variety of reasons. Temporary cash-flow problems, economic conditions, loss of revenue, unexpected expenses, business interruption, natural disasters and other circumstances may affect a customer’s ability to pay its telecommunications account on time.
Telnetworks is committed to working constructively with eligible business customers experiencing financial hardship and, where reasonably possible, helping them maintain access to essential telecommunications services while managing outstanding amounts.
This Payment Assistance & Financial Hardship Policy explains the assistance available and how business customers can request support.
Who this policy Applies To
This policy applies to Telnetworks customers that are businesses, including small businesses and eligible not-for-profit organisations, where the customer is experiencing financial hardship or difficulty meeting its payment obligations to Telnetworks.
Telnetworks may also consider requests from larger corporate or government customers on a case-by-case basis in accordance with their contractual arrangements.
This policy applies to telecommunications services supplied by Telnetworks that are subject to the applicable Australian telecommunications financial hardship requirements.
Where a customer’s contract contains specific provisions dealing with payment arrangements, suspension, termination, credit management or other matters, those provisions will continue to apply except to the extent that applicable law or telecommunications regulatory requirements provide otherwise.
What is financial hardship?
Financial hardship occurs when a customer is experiencing difficulty paying amounts owing to Telnetworks or is at risk of being unable to meet its payment obligations because of its financial circumstances.
For a business customer, financial hardship may arise from circumstances including:
- a significant or unexpected reduction in revenue;
- temporary cash-flow difficulties;
- loss of a major customer or contract;
- delayed payment from customers or clients;
- business interruption;
- unexpected operating or infrastructure costs;
- natural disasters or other emergencies;
- economic or market conditions;
- illness, injury or other circumstances affecting a sole trader or key business operator;
- restructuring or a change in business circumstances;
- temporary insolvency or liquidity difficulties;
- changes in trading conditions;
- seasonal fluctuations in revenue; or
- another circumstance affecting the customer’s ability to pay.
A business customer does not need to wait until an account is overdue before contacting Telnetworks.
We encourage customers to contact us as soon as they believe they may have difficulty meeting their payment obligations.
Requesting payment assistance
If your business is experiencing financial hardship or difficulty paying a Telnetworks account, please contact us as soon as possible.
Phone: 1300 700 077
Email: info@telnetworks.net.au
You can also contact us through the Telnetworks website.
When contacting us, please tell us that you are experiencing financial hardship or require payment assistance.
You do not need to use any particular wording or complete a formal application before asking for assistance.
Our team will discuss your circumstances with you and explain the assistance options available.
There is no charge for requesting or receiving payment assistance.
What information may we require?
To determine an appropriate payment assistance arrangement, Telnetworks may discuss matters such as:
- the nature of your financial difficulty;
- the amount currently owing;
- your ability to make payments;
- your expected future cash flow;
- your ongoing telecommunications requirements;
- the services that are critical to your business;
- the timeframe in which you expect your financial circumstances to improve; and
- a proposed payment arrangement.
We will only request information that is reasonably necessary to assess your circumstances and determine appropriate assistance.
Depending on the circumstances, Telnetworks may ask for reasonable supporting information.
We will explain why the information is required and how it will be used.
Payment assistance options
Telnetworks will consider your business’s individual circumstances and capacity to pay when determining an appropriate assistance arrangement.
Depending on the circumstances, Telnetworks may offer one or more of the following options:
- postponing, extending or deferring payment of an amount owing;
- establishing a payment plan tailored to the business’s capacity to pay;
- extending the payment period for outstanding invoices;
- restructuring the timing or frequency of payments;
- providing additional time to bring an account up to date;
- reducing or waiving applicable charges where appropriate;
- applying a credit or adjustment to an account where appropriate;
- moving the customer to a lower-cost service or configuration;
- changing the customer’s service configuration to reduce ongoing costs;
- applying appropriate spending controls;
- restricting particular services while maintaining essential services where appropriate;
- providing another suitable telecommunications service or configuration; or
- another reasonable arrangement designed to assist the customer to manage its debt and, where possible, remain connected.
The assistance available will depend on the customer’s circumstances, the services supplied, the amount owing and the nature of the financial difficulty.
Not every assistance option will be suitable for every customer.
Payment plans
Where appropriate, Telnetworks may establish a payment plan with a customer experiencing financial hardship.
A payment plan may specify:
- the amount of each payment;
- the frequency of payments;
- the date payments are due;
- how existing debt will be managed;
- how ongoing service charges will be paid; and
- the expected duration of the arrangement.
Telnetworks will seek to ensure that a payment arrangement is realistic having regard to the customer’s capacity to pay.
If your business’s circumstances change and you are unable to comply with an agreed payment arrangement, please contact us as soon as possible.
We will consider whether the arrangement can be reviewed or amended.
Keeping your business connected
Telnetworks recognises that telecommunications services are often critical to the operation of a business.
Internet connectivity, telephone services, SIP services, data services and other telecommunications services may be essential for a customer’s ability to operate, communicate with customers and suppliers, process transactions and maintain business continuity.
Where a customer is experiencing financial hardship, Telnetworks will prioritise working with the customer to develop an appropriate payment assistance arrangement and, where reasonably possible, maintain essential services.
Suspension or disconnection for non-payment will be considered in accordance with applicable telecommunications requirements, the customer’s contractual arrangements and Telnetworks’ credit management processes.
Where applicable, suspension or disconnection will be treated as a last resort for customers experiencing financial hardship.
Essential business services
When discussing payment assistance, customers should identify any telecommunications services that are particularly critical to their business operations.
These may include:
- primary business telephone numbers;
- emergency or critical communications;
- internet connectivity;
- SIP trunks;
- cloud telephone services;
- data connectivity;
- services supporting critical business systems;
- services required for remote workers; or
- other telecommunications services that are essential to the customer’s operations.
Telnetworks will take the customer’s circumstances and the importance of its services into account when considering appropriate assistance.
This does not guarantee that every service can be maintained in every circumstance.
Financial hardship applications
Telnetworks will assess a request for payment assistance as soon as reasonably practicable.
We will advise the customer of the outcome of a financial hardship application within the applicable regulatory timeframe.
Where further information is reasonably required to complete an assessment, Telnetworks will explain what information is required.
Customers are encouraged to respond promptly to requests for information so that an appropriate arrangement can be established without unnecessary delay.
Changes in circumstances
Financial hardship arrangements are intended to reflect the customer’s circumstances at the time the arrangement is established.
If your business’s financial circumstances improve, deteriorate or otherwise change materially, please contact Telnetworks.
We may review an existing payment arrangement where appropriate.
Customers should contact Telnetworks before missing an agreed payment wherever possible.
Business restructuring or insolvency
If your business is undergoing restructuring, administration, liquidation, receivership or another formal insolvency process, please notify Telnetworks as soon as possible.
Telnetworks may require the authorised representative, administrator, receiver, liquidator or other appropriate person to provide relevant information concerning the account and proposed payment arrangements.
Financial hardship assistance under this policy does not prevent Telnetworks from exercising rights or complying with obligations arising under applicable insolvency laws, contractual arrangements or other legal requirements.
Where appropriate, Telnetworks will work with the relevant authorised representative to determine the treatment of telecommunications services and outstanding amounts.
Family and domestic violence
Although Telnetworks primarily supplies services to business customers, we recognise that circumstances affecting a sole trader, business owner or key business operator may include family or domestic violence.
If such circumstances are affecting your ability to manage your Telnetworks account, please tell us.
You do not need to provide unnecessary personal details.
Telnetworks will consider appropriate assistance having regard to the circumstances and applicable telecommunications requirements.
Privacy and confidentiality
Information provided to Telnetworks in connection with financial hardship or payment assistance will be handled in accordance with applicable privacy laws and the Telnetworks Privacy Policy.
Information about a customer’s financial circumstances will only be accessed and used by authorised personnel for legitimate purposes associated with assessing, providing and managing payment assistance and related account administration.
Telnetworks will take reasonable steps to protect information provided by customers.
No cost to request assistance
There is no fee for contacting Telnetworks to request financial hardship or payment assistance.
Customers are encouraged to contact us early.
Early contact generally provides more opportunity for Telnetworks and the customer to agree on an appropriate arrangement before the account becomes significantly overdue.
If you are unable to reach an agreement
If you are dissatisfied with the outcome of a payment assistance request, you should first contact Telnetworks and ask for the matter to be reviewed.
You may also make a formal complaint through Telnetworks’ complaints process.
Telnetworks will investigate complaints in accordance with its applicable complaints-handling procedures.
Eligible customers may also have access to the Telecommunications Industry Ombudsman (TIO) or another applicable external dispute resolution mechanism.
Staff and customer support
Telnetworks provides appropriate training and procedures for employees who deal with customers experiencing financial hardship.
Staff are expected to treat customers experiencing financial difficulty fairly, respectfully and professionally.
Staff will follow this policy and Telnetworks’ internal payment assistance and financial hardship procedures.
Contact Telnetworks
If your business is experiencing financial hardship or difficulty paying your Telnetworks account, please contact us as soon as possible.
Address:
Suite 603, Level 6
370 St Kilda Road
Melbourne VIC 3004
Australia
Phone: +61 3 8373 7788
Email: info@telnetworks.net.au
Telnetworks’ technical support operations are available 24/7/365.
Financial hardship and payment assistance requests will be handled by the appropriate Telnetworks customer service or accounts personnel who are available during standard business hours.