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Enfonica Financial Hardship Policy Summary

Enfonica Pty Ltd is committed to supporting customers who may experience financial hardship, providing options to manage telecommunications services in challenging times. Financial hardship assistance is free of charge, and eligible customers have the right to apply for both short-term and long-term assistance.

Definition of Financial Hardship

Financial hardship is a temporary situation where a customer is unable to meet their financial obligations due to circumstances such as illness, unemployment, reduced income, or other unforeseen events. Our goal is to keep customers connected to essential services wherever possible.

Options for Assistance

Enfonica offers several options to help manage financial obligations, 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.

How to Apply

To apply for financial hardship assistance:

We will respond within 2 business days to discuss available options and begin the assessment process.

Complaints and Escalation

If you are unsatisfied with the outcome of a hardship application, you can escalate the issue by emailing us at support@enfonica.com with "Financial Hardship Complaint" in the subject line. If necessary, 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.

Additional Support Resources

For additional support, customers may contact Financial Counselling Australia at 1800 007 007 for free financial counseling.

This summary provides a quick overview of our Financial Hardship Policy. For full details, please refer to our complete Financial Hardship Policy.