Financial Hardship Policy

At Way South Internet & Phone, we recognize that our customers may encounter unexpected financial challenges. In response, we have established this Financial Hardship Policy to provide support during times of difficulty.

  1. Objective: Our primary goal is to assist customers facing genuine financial hardship by offering temporary relief and working collaboratively to find sustainable solutions that meet both their needs and our business obligations.
  2. Eligibility: This policy applies to customers who can demonstrate genuine financial hardship resulting from circumstances beyond their control, such as job loss, illness, family breakdown, or other unforeseen events affecting their financial situation.
  3. Notification: We encourage customers experiencing financial difficulties to reach out to our Customer Service team as early as possible. Timely communication allows us to better understand your situation and explore available options.
  4. Assessment Process: Upon receiving a request for financial hardship assistance, Way South Internet & Phone will conduct a fair and reasonable assessment of the customer’s situation. This may involve requesting supporting documentation, such as proof of income, medical certificates, or other relevant information.
  5. Available Assistance: Depending on the circumstances, assistance options may include:
    • Temporary payment extensions or arrangements.
    • Adjustments to billing cycles.
    • Information about government assistance programs.
    • Referral to financial counselling services.
  6. Confidentiality: All information provided by the customer during the financial hardship assessment process will be treated with the utmost confidentiality and used solely for the purpose of evaluating eligibility for assistance.
  7. Disconnection Policy: While a customer is actively engaging with Way South Internet & Phone under the Financial Hardship Policy, we will not initiate disconnection of essential services.
  8. Review and Update: This policy will be reviewed periodically to ensure its effectiveness and relevance. Way South Internet & Phone reserves the right to update this policy in accordance with industry standards, regulatory requirements, or changes in our business practices.
  9. Contact Information: Customers experiencing financial hardship are encouraged to contact our Customer Service team at 1300 247 065 or support@waysouth.com.au to discuss their situation and explore available assistance options.

Financial Counselling

To speak with a financial counsellor or a consumer advocate, call the National Debt Helpline. This number will connect you to the service in the State or Territory closest to you – 1800 007 007 (9.30am to 4.30pm Monday to Friday).

You can also try:

At Way South, we are committed to supporting our customers during challenging times. We believe that through open communication and collaboration, we can find solutions that help maintain the vital connection our services provide.