Financial Hardship Policy

Definition of “Hardship”

The Telecommunications Consumer Protections Code (TCP) defines financial hardship as a situation where:

  • (a) a Customer is unable to discharge the financial obligations owed by the Customer under their Customer Contract or otherwise discharge the financial obligations owed by the Customer to a Supplier, due to illness, unemployment or other reasonable cause; and
  • (b) the Customer believes that they are able to discharge those obligations if the relevant payment arrangements or other arrangements relating to the supply of Telecommunications Products by the Supplier to the Customer are changed.

Claiming Financial Hardship

In times of genuine Hardship, customers and/or their financial counsellor may contact our accounts team who can promptly address their circumstance or concerns.

BINARY NETWORKS will provide this service by training all staff in the general credit area to identify financial hardship customers, and refer these customers to the Chief Financial Officer (C.F.O)

The Chief Financial Officer will liaise directly with the customer to address any issues.

BINARY NETWORKS will accept reasonable payment arrangements, mutually agreed upon, taking into account each customer’s individual circumstances.

For a current list of community financial counselling services consult the Financial Counselling Australia website: or if you are experiencing financial difficulty, you can also contact a free and independent financial counsellor on 1800 007 007.

Identification of a Customer Experiencing Financial Hardship

BINARY NETWORKS considers financial hardship a state that involves an inability of the customer to pay bills, rather than an unwillingness to do so. Customer hardship can arise from a variety of situations. Hardship can be either of limited duration or long term. To illustrate, several of the common causes are listed below.

Hardship can result from a number of factors including:

  • Loss of employment by the consumer or family member.
  • Family breakdown.
  • Illness including physical incapacity, hospitalisation, or mental illness of the consumer or family member.
  • A death in the family.
  • Abuse of the service by customer (e.g. from use of 190X numbers, GPRS).
  • Abuse of the service by a third party leaving the customer unable to pay the account.
  • Natural Disaster.

Reaching a Financial Arrangement

The basic principle of any agreed financial arrangement is that the repayment should be sufficient to cover expected future use of the service (as adjusted to ensure the customer’s financial position does not worsen over a reasonable period of time) as well as providing continued reduction of debt at a reasonable level (i.e. the customer should not be going into further debt under the arrangement).

To enable this to occur, there are options available to our customers to manage the use of their services. For example, we may agree to restrict access to a service, transfer a post-paid contract customer onto a pre-paid service, or bar access to certain call types.

To assist us in assessing your application for hardship assistance, we will need you to provide your account details and other personal information so that we can identify you as the account holder of the service.

Depending on the circumstances of your application, we may also require documentation in support of the information you provide to us as part of your application (e.g. a letter from your doctor if your hardship is due to illness).

If we will require such supporting information from you, we will advise you when we discuss your application with you.

For some business customers, we may ask for copies of financial documents to ensure you have the capability to pay the outstanding debt.  We may also perform credit checks or ask for trade references.

Applying for Financial Hardship

Applications for Financial Hardship can be made in writing:

Financial Hardship
PO BOX 647

Via email:

Via Fax:        03 8080 0701

Share this post