KloudPhone Financial Hardship Policy

Our Intention

Kloudphone is here to help. We will do our best to work with you to help you respond to financial difficulty, whether temporary or long-term. We are committed to helping customers facing financial hardship maintain telecommunications access and working with you to find a sustainable solution. Any help we can give will depend on your individual circumstances, and we provide help on a case by case basis.


Financial Hardship

The Telecommunications Consumer Protections Code C628:2019 defines Financial Hardship as a situation where a customer is unable to discharge of the financial obligations in relation to our services but where the customer expects to be able to do so over time if payment arrangements are changed. All Financial Hardship requests are covered by our privacy policy.


Options that are available to assist in times of Financial Hardship

Spend ControlsRestriction of serviceReduction of plan speed to reduce costMoving you to a lower cost plan on an interim basis

Options for suitable financial arrangements

Discounting or waiving of debtAgreeing on a change to a lower cost plan or contractWaiving cancellation fees


Contact us:

We encourage you to contact us if you experience any difficulties paying our services. Please contact us by calling 02-89859999 if you would like to discuss any Financial Hardship matters with us. You can do so from 8:30am to 5:00pm on any business day


The process:

When assessing your eligibility for Financial Hardship, we may ask you to provide certain documents such as

A statutory declaration or official written communication from a person or support group that is familiar with your circumstances,Evidence that you consulted a recognised financial counsellor,A statement of your financial position.

We may not be able to make an assessment of your circumstances if you do not provide us with the requested information. We may use the information you provide as well as other information available to us. Once we received all required information, we will let you know within 7 working days whether you are eligible for assistance under our Financial Hardship Policy.

If you are eligible, will work with you to come to an arrangement that allows you to pay your outstanding charges in a way that does not worsen your financial position. Where appropriate we will discuss means with you how to limit your spend (this may include barring some service features) during the time of our arrangement and thereafter.

Once we come to an agreement we will put this in writing via letter or email to you. You must inform us if your circumstances change (for better or for worse) during our arrangement.

We will not charge you for assessing your Financial Hardship circumstances or for administering the matter.


Finding a financial counsellor:

You can talk to a phone financial counsellor from anywhere in Australia by ringing 1800 007 007 (minimum opening hours are 9.30 am – 4.30 pm Monday to Friday). This number will automatically switch through to the service in the State or Territory closest to you.

Alternatively, you can find the financial counselling service nearest to you by visiting  http://www.financialcounsellingaustralia.org.au/Corporate/Find-a-Counsellor.


If you are not satisfied with the result

If you wish to make a complaint about or seek a review of the outcome of your Financial Hardship request for assistance, please refer to the Kloudphone complaints handling policy located at  https://kloudphone.com.au/complaints-handling-policy/

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