Skip to content

Enfonica Payment Assistance Policy (also known as Financial Hardship Policy)

Last modified: 8 November 2024

For a quick overview, please see our Financial Hardship Policy Summary, which provides essential information in a concise format.

1. Introduction

Enfonica Pty Ltd is committed to supporting customers who may be experiencing temporary financial difficulties. This Financial Hardship Policy outlines options available under the Telecommunications Consumer Protections (TCP) Code to assist eligible customers in managing their telecommunications services during such times, helping to maintain essential connectivity. Enfonica aims to keep customers connected and will only use disconnection as a measure of last resort.

2. Accessibility and Language Support

We are committed to ensuring that all customers, including those with disabilities or from culturally and linguistically diverse backgrounds, can access this Financial Hardship Policy. To assist:

  • Language Translation: For information in languages other than English, please use a translation tool such as Google Translate.
  • Interpreter Services: Customers can access interpreter services by contacting the Translating and Interpreting Service (TIS National) at 131 450.

3. Eligibility for Financial Hardship Assistance

This policy applies to customers who fall under the protections of the TCP Code and are experiencing financial hardship due to unforeseen circumstances. All eligible customers have the right to apply for financial hardship assistance, and this process is free of charge.

4. Available Assistance Options

If you are experiencing financial hardship, we offer several options to help adjust your services or payment arrangements, including:

  • Payment Extensions: Deferring or extending the due dates on your bills to provide additional time for payment.
  • Payment Plans: Creating flexible, customized payment plans based on your financial situation.
  • Service Adjustments: Adjusting certain aspects of your service to lower costs, such as changing phone number types or disconnecting non-essential services.
  • Discounting a Bill Charge: Offering temporary discounts on certain billed charges to reduce your overall balance.
  • Spend Controls: Implementing usage or spend limits to help you manage and control ongoing costs.
  • Offering a Free Non-Automatic Payment Method: Providing alternative payment options free of charge for added flexibility.
  • Applying a Credit: Applying a one-time credit to your account to offset part of your outstanding balance.

We aim to work with you to create a sustainable arrangement that ensures essential connectivity while addressing your financial needs.

5. Applying for Financial Hardship Assistance

To request assistance:

  • Email us at support@enfonica.com with “Financial Hardship Assistance Request” in the subject line.
  • Alternatively, you may contact us through our online form at https://enfonica.com/contact-support.
  • We will respond within 2 business days to discuss available options.

6. Assessment Process and Documentation

Upon receiving your hardship request, we will:

  • Complete the assessment within 5 business days and notify you of the outcome within 2 business days after the assessment is complete.
  • No documentation is required for short-term assistance or if you are a victim of domestic or family violence. For long-term assistance, we may request relevant documents only if strictly necessary, such as proof of financial difficulty if the amount is over $1,000, or if fraud concerns exist.

7. Essential Services and Adjustments

To make services affordable, we may review and recommend adjustments to non-essential services where feasible. Any changes will be discussed with you, and we will obtain your consent before adjusting your services. Essential services will be prioritized to maintain necessary connectivity.

8. Service Discontinuation

If we are unable to reach an affordable agreement for essential services after exploring all available options, we may discontinue services under our terms of service, provided this action complies with the Telecommunications (Financial Hardship) Industry Standard 2024. This step is considered a last-resort measure.

9. Complaints and Dispute Resolution

If you are unsatisfied with the outcome of your hardship request, you may escalate the issue by emailing support@enfonica.com with "Financial Hardship Complaint" in the subject line. If you are dissatisfied with the outcome of a complaint or financial hardship decision, you may also contact the Telecommunications Industry Ombudsman (TIO) for external dispute resolution at https://www.tio.com.au/complaints or by calling 1800 062 058.

Please note that making a complaint to Enfonica or the TIO does not prevent you from agreeing to a financial hardship arrangement with us.

10. Additional Support Resources

For additional support, customers can contact financial counselling services such as Financial Counselling Australia at 1800 007 007.

11. Privacy and Record-Keeping

Enfonica keeps secure records of financial hardship arrangements in accordance with regulatory standards and privacy requirements. Information provided in connection with hardship applications is securely stored and retained only as needed to complete the assessment and maintain records. All information is protected from misuse and unauthorized access.

12. Staff Training and Support

Our staff are trained to handle hardship requests with empathy and professionalism, ensuring a supportive experience for customers navigating financial challenges.

13. Policy Access and Updates

This Financial Hardship Policy is available on our website at https://enfonica.com/terms/financial-hardship. Enfonica reserves the right to review and update this policy periodically to ensure compliance with regulatory standards and best practices.