Chase Telco understands that customers can experience financial hardship due to circumstances such as illness, unemployment, family violence, natural disaster, or other unexpected events. This policy explains the support we offer and how to access it, in line with the Telecommunications Consumer Protections (TCP) Code C628:2019.
Financial hardship means you're willing but currently unable to meet your payment obligations to us because of circumstances beyond your immediate control, and there is a reasonable expectation that your situation is temporary or manageable with support.
Contact our team as early as possible — the sooner we know, the more options we have available:
Phone: 1300 792 110, Monday to Saturday
Email: customers@chasetelco.com.au (subject line: Financial Hardship)
We may ask you to complete a short application and provide supporting information, but we will never make this process unreasonably difficult, and we will not require formal documentation of family violence if it isn't safe or practical for you to provide it.
Payment plan: a tailored payment plan based on what you can reasonably afford
Service suspension: temporarily suspending or restricting a service instead of disconnecting it
Fee waivers: waiving late payment or dishonour fees accrued during the hardship period
Plan changes: switching you to a lower-cost plan that better suits your circumstances
Debt recovery: deferring debt recovery or collection activity while your application is being considered
The specific arrangement will depend on your circumstances and will be agreed with you directly — we assess every case individually.
We will not disconnect your service or refer your debt to a collection agency while a hardship application is genuinely being assessed, provided you continue to engage with us in good faith.
If we're unable to reach an agreement, or you're unhappy with the outcome, you can ask us to review the decision, or contact the Telecommunications Industry Ombudsman (TIO) for free, independent assistance:
Phone: 1800 062 058
Online: www.tio.com.au/making-a-complaint
Free, independent financial counselling is available from the National Debt Helpline on 1800 007 007 or www.ndh.org.au.
Chase Telco Pty Ltd — ABN 12 625 915 639, Level 6/91 Phillip Street, Parramatta NSW 2150
Phone: 1300 792 110
Email: customers@chasetelco.com.au
