What is financial hardship?
Financial hardship refers to a situation where you are unable to discharge your financial obligations under your contract with Pentanet and you reasonably expect to be able to discharge those obligations if payment and/or service arrangements were changed.
Our Financial Hardship Policy outlines how we assess your eligibility for assistance and how we work with you to come to a suitable arrangement that allows you to pay your outstanding charges in a way that does not worsen your financial position.
Our Financial Hardship policy can be found here https://pentanet.com.au/additional-resources/.
How can we help?
If you are eligible for assistance under our Financial Hardship Policy, we will work with you to come to a suitable arrangement that allows you to pay your outstanding charges in a way that does not worsen your financial position.
Where appropriate, we will also discuss available options such as how to limit your spending during the term of our arrangement and thereafter.
Considering your individual circumstances, a range of options are available to help you get back on track such as:
- Reducing your current plan to one that is lower cost for the interim;
- Restricting your service for the interim;
- Transferring to a plan which includes shaping;
- Temporarily postponing or deferring payments;
- Transferring to a lower-cost contract; and/or
- Waiving late payment fees.
We encourage you to contact a financial counsellor in your State to assist you. There are many organisations that assist in times of hardship such as the National Debt Helpline. To be put in touch with a financial counsellor, you can contact the National Debt Helpline on 1800 007 007 or visit their website www.ndh.org.au.
If you are having difficulties paying for our services, please contact us between 8:30am to 5:30pm Monday to Friday by:
- Live chat on our website
- Telephone 08 9466 2670
Alternatively, you can get in touch with us by raising a ticket through our Customer Portal or by sending an email to firstname.lastname@example.org