Payment Hardship - Assistance Policy

GO TROPPO: PAYMENT HARDSHIP – ASSISTANCE POLICY

Introduction

1. Overview of Payment Assistance Policy

Go Troppo understands that customers in Australia facing financial difficulty may require assistance to manage their telco bills. This Payment Assistance Policy outlines:
- When you might qualify for financial hardship assistance.
- The types of support we can provide.
- How to reach out to us and apply for help.
- The process for evaluating and managing your application.
- Additional support options available.
- Other key information regarding this Policy.

2. Our Commitment to Supporting Customers

For customers experiencing financial hardship:
- The primary aim of this Policy is to help you stay connected.
- Disconnection will only ever be used as a last resort.

3. Understanding Financial Hardship

Financial hardship arises when you struggle to pay your telco bills but believe you can recover with an agreed assistance arrangement. Causes of financial hardship might include:
- Loss or change of income.
- Illness or injury.
- Bereavement in the family.
- Domestic or family violence.
- Natural disasters.
- Changing family circumstances.
- Unexpected events or unforeseen financial burdens.
- Other personal reasons impacting income or expenses.

4. Your Right to Apply for Assistance

You are entitled to apply for financial hardship assistance at no cost.
All aspects of this Policy—including application, assessment, and receiving support—are free of charge.

5. Raising Concerns About Decisions

If you disagree with our decision regarding your application, you can submit a complaint and request a review.
Our Complaint Handling Process, available on the Policies page of our website, explains how to lodge and resolve complaints.
Escalating Complaints to the TIO
- If you’re not satisfied with the outcome, you can escalate your complaint to the Telecommunications Industry Ombudsman (TIO) using the following contact details:
  - Website: www.tio.com.au
  - Phone: 1800 062 058
  - Email: tio@tio.com.au
  - Fax: 1800 630 614
  - Post: PO Box 276, Collins Street West, VIC 8007
Important Note on Complaints
- Filing a complaint or engaging with the TIO does not prevent you from entering into a financial hardship arrangement with us at any stage.

Let Go Troppo assist you in staying connected during challenging times!

6. Other Places to Get Help

You can find additional support and advice from the following sources:
- Telecommunications Industry Ombudsman (TIO): Contact details provided above.
- Financial Counselling Services: To locate a suitable financial counselling service, visit the Australian Government’s information page: MoneySmart – Financial Counselling.

7. Contacting Authorised Personnel

If you need to discuss financial hardship assistance, you can reach authorised personnel as follows:
- Phone: 1300 876 776 (8:30 am – 7:00 pm AET, Monday to Friday, excluding public holidays).
- Email: financialhardship@gotroppo.com.au (inbox monitored during the same hours).

Eligibility for Financial Hardship Assistance

8. Customer Eligibility

Any customer who meets the definition of “financial hardship” (refer to Section 3) is eligible to apply for financial hardship assistance under our Payment Assistance Policy.

Options for Financial Hardship Assistance

9. Financial Hardship Assistance Options

We offer various assistance options based on an assessment of your individual circumstances and ability to pay. While you can request specific options, we may not always accommodate every request.
Assistance Options Include:
- Payment Plans:
  - Break overdue balances into smaller, manageable payments on a weekly, fortnightly, or monthly schedule.
  - Requires payment of ongoing monthly service fees in full.
  - Helps avoid falling further behind on bills.
- Move to a Lower Plan:
  - Switch to the lowest-cost plan for your services to reduce future bills.
  - For mobile plans, any banked data will be forfeited upon moving to a lower plan.
  - Changes for NBN or mobile plans can also be made through the Customer Portal.
- Advance Payments:
  - Make payments in advance to cover future bills, suitable for irregular income schedules.
  - Check remaining credit by contacting Customer Service.
- Waiver of Late and Bounce Fees:
  - Ongoing late and bounce payment fees will be waived during the assistance arrangement.
  - Note: Missing payments as per the agreed plan may breach the arrangement.
- Disabling Non-Essential Mobile Features:
  - Turn off recurring mobile add-ons, such as data top-ups, to save costs.
- Other Assistance:
  - We may propose additional support tailored to your circumstances.

How to Apply for Financial Hardship Assistance

10. Step 1: Submit an Application

You can apply for assistance through:
- Webform:
  - Visit Financial Hardship Application.
  - Fill in the online form and click “Submit.”
- Email or Post:
  - Download or print an application form.
  - Email the completed form to financialhardship@gotroppo.com.au
  - Alternatively, post it to Go Troppo Pty Ltd, _____ Rd, Melbourne VIC 3004.
- Phone:
  - Call 1300 876 77 (8:30 am – 7:00 pm AET, Monday to Friday).
  - We can assist in completing your application over the phone and provide you with a copy.

Assessing Your Eligibility for Financial Hardship Assistance

11. Step 2: Application Acknowledgment

Once submitted, we will:
- Confirm receipt of your application.
- Provide a reference number.
- Estimate the time required for assessment.

12. Step 3: Discussing Your Application

We may contact you to:
- Discuss your situation and ensure the arrangement suits your needs.
- Request additional information or evidence if required.
Evidence is not typically required unless the assistance extends beyond three billing periods or there are potential fraud concerns.

13. Step 4: Eligibility Assessment

Applications are assessed within five business days of receiving all required information.
You will be informed of the outcome no later than two business days after the assessment.

14. Step 5: Offer of Assistance

If eligible, we will provide a tailored offer of assistance within seven business days.
The offer will be confirmed in writing.

15. Step 6: Accepting an Assistance Arrangement

You have seven days to accept the offer.
Agreements take effect upon your acceptance, confirmed via email or other communication methods.
If you disagree with the proposal, you can negotiate or file a complaint.

16. Step 7: Adherence to the Arrangement

Customers must:
- Pay all ongoing service fees in full by the due date.
- Adhere to payment schedules for overdue balances as per the arrangement.
Notify us within 14 days if your circumstances change.

Breach of Arrangements

17. Review of Arrangements

If you breach the agreement, we will contact you to discuss and potentially review your arrangement.

18. Credit Management Action

If a resolution cannot be reached, we may take credit management actions, such as service suspension or disconnection.
A written notice will be provided 10 business days before any action is taken, giving you an opportunity to pay or reach an alternative agreement.

Contacting Us for Assistance

19. Contact Points

Email: financialhardship@gotroppo.com.au (8:30 am – 7:00 pm AET, Monday to Friday).
Phone: 1300 876 776 (8:30 am – 7:00 pm AET, Monday to Friday).
Post: Go Troppo Pty Ltd, 100 Spring St POrt Melbourne 3207

APPROVAL

As the Chief Executive Officer of Go Troppo Pty Ltd, I endorse this Payment Assistance Policy.

Signature: __________________________________________________

Name: __________________________________________________

Office: __________________________________________________

Date: __________________________________________________