What is the payment assistance policy?
IT’S FUBAR is committed to providing our customers with kick-ass service, especially when things aren’t going to plan.
We understand that there are times when you may have trouble paying your bills for a variety of reasons. This may be short or long-term – but if you are experiencing financial hardship for any reason, and you would like to access support to pay your bills, you have the right to ask for help.
Am I eligible for help?
There are many scenarios when our assistance programme may apply:
- Serious illness or injury;
- A death in the family;
- Low or reduced income;
- Domestic or family violence;
- A health epidemic;
- Or other reasonable causes.
Our priority is always to work with our customers and keep them online. Disconnection of services is only ever used as a measure of last resort. The sooner you reach out, the sooner we can help.
What help do you offer?
The process for identifying a suitable arrangement is at no cost to you. Assistance options we may offer include:
- Payment plans tailored to meet your ability to pay or arrangements giving you more time to do so;
- Restriction of services to reduce further financial over-commitment;
- Providing lower-cost service alternatives until your account is back on track;
- Waiver of late payment fees or cancellation fees;
- External support to financial counsellors or other services, depending on your situation;
- Non-automatic payment methods which are not typically offered on our services.
In some cases, we may also consider waiving some of your fees or charges, discounting a charge or applying a credit on your account.
How can I ask for help?
To apply for assistance, please contact us via the method that works best for you:
- By email: [email protected]
- By phone: (03) 5292 3655
If you require short-term assistance (for less than 3 months) – or if you are a victim of family or domestic violence, you are not required to provide any documentation to support your request. If you require assistance for more than 3 months, you may be required to provide documentation to support your request.
What happens after I ask for help?
We will assess your circumstances and advise you within (5) business days if we can help.
We aim to set up an arrangement that helps you to pay your bills, while not causing you further financial strain. If you are eligible, we will work with you to find a sustainable arrangement.
If we cannot provide you with financial hardship assistance, we will advise you immediately after we have assessed your application.
What if I'm not happy with the outcome?
If you are not happy with your assessment, a complaint can be raised with us:
- By email: [email protected]
- By phone: (03) 5292 3655
If you are still not happy with the outcome of your complaint after contacting us, you can contact the Telecommunications Industry Ombudsman (TIO) for independent mediation.
The TIO can be contacted by calling 1800 062 058 or by visiting the their website at www.tio.com.au/making-a-complaint.
What other support is available?
You can talk to a financial counsellor from anywhere in Australia by calling 1800 007 007 (Monday – Friday, 9.30am – 4.30pm AEST). You can also find the service nearest to you by visiting: www.ndh.org.au/financial-counselling/find-a-financial-counsellor
If you are a business customer, you can visit the Small Business Debt Helpline at sbdh.org.au or talk to a financial counsellor by calling 1800 413 828.