Spectrum Networks understands that there are times when you may have trouble paying your bills for a variety of reasons. This may be short or long term. If you are facing financial hardship, we are here to help you retain your internet and/or phone access and to work with you to find a sustainable solution.
We may provide payment plans or other support such as spend controls, service restrictions, temporary plan downgrades, individual financial arrangements, and waiving late fees, depending on your circumstances. Financial hardship assistance is free of charge.
You can arrange a payment plan without any need for financial hardship proof by calling 1300 133 299 and speaking with one of our customer support team.
Financial hardship refers to a situation where:
and where:
If you need support for financial hardship, we will work with you to assess whether you are eligible and what the most appropriate support might be for your situation.
Alternatively, anyone can set up a payment plan.
If you wish to review the outcome of a financial hardship assessment, you can do so via our Complaints Handling Process.
You can make a complaint to us by:
If you are still not happy with the outcome of your complaint after following our dispute resolution process, 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 TIO website at tio.com.au/making-a-complaint .