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General Terms for Prepaid Mobile Service
gotalk Standard Form of Agreement for Prepaid Mobile Services
gotalk Unlimited Talk & Txt Pack
Wireless Broadband Terms & Conditions
Fair Go Policy
Definition of Hardship
The Telecommunications Consumer Protections Code (TCP) defines financial hardship
a situation where a Customer is unable, reasonably, because of illness, unemployment
reasonable cause, to discharge those obligations if payment and/or Service arrangements
changed. Financial hardship can be of limited or long term duration.
Identification of a Customer Experiencing Financial Hardship
gotalk considers financial hardship a state that involves an inability of the customer
to pay bills,
rather than an unwillingness to do so. Customer hardship can come about from a variety
situations and can result from a number of factors including:
» Loss of employment by the consumer or family member.
» Family breakdown.
» Illness including physical incapacity, hospitalization, or mental illness of the
consumer or family member.
» A death in the family.
» Abuse of service by a third party leaving the consumer unable to pay the account.
» Natural Disaster.
For a current list of community financial counselling services, please consult the
Counselling Australia website: www.financialcounsellingaustralia.org.au
Reaching a Financial Arrangement
The basic principle of any agreed financial arrangement is that the repayment should
be sufficient to
cover expected future use of the service (as adjusted to ensure the consumer’s financial
does not worsen over a reasonable period of time) as well as providing continued
reduction of debt
at a reasonable level (i.e. the consumer should not be going into further debt under
arrangement). To enable this to occur, there are options available to gotalk and
to manage the use of their services. For example, we may agree to restrict access
to a service, or bar
access to certain call types.
To assist us in assessing your application for hardship assistance, we will need
you to provide your
account details and other personal information so that we can verify you as the
account holder of
the service. Depending of your circumstances of your application, we may also require
documentation in support of the information you provide to us as part of your application
letter from your doctor if your hardship is due to illness). If we will require
information from you, we will advise you when we discuss your application with you.
How to Find Out More
Hardship Inquiries: 1800 468 255
Hours of Operation: Monday – Friday 9:00am – 5:00pm AEST
gotalk Customer Service - Financial Hardship
Suite 802, Level 8, 1 York Street
Sydney, NSW, 2000