TeamCloud Communications Telecommunications Hardship Policy 

  1. Introduction

At TeamCloud Communications, we understand that our customers may experience financial hardship due to various circumstances. Our Telecommunications Hardship Policy is designed to provide support and assistance to customers who are facing financial difficulties, ensuring they remain connected to essential telecommunications services. 

  1. Definition of Financial Hardship

Financial hardship refers to a situation where a customer is willing to pay their telecommunications debt but is unable to do so due to a lack of financial capacity. This can be a short-term or long-term situation caused by factors such as unemployment, illness, family crisis, or other unexpected events. 

  1. Identifying Financial Hardship

Customers experiencing financial hardship are encouraged to contact us as soon as possible. Our team will assess each case individually, considering the customer’s circumstances and financial situation. We may request supporting documentation to better understand the customer’s needs. 

  1. Assistance Options

We offer a range of assistance options to help customers manage their telecommunications expenses during periods of financial hardship, including: 

  • Flexible payment arrangements: Tailored payment plans that consider the customer’s financial capacity. 
  • Service modifications: Adjusting the customer’s service plan to a more affordable option. 
  • Temporary suspension: Pausing services temporarily without incurring additional charges. 
  • Waiving late payment fees: Removing any late payment fees that may have been incurred. 
  • Reducing service charges: Offering discounts or reductions on service charges for a specified period. 
  • Providing financial counselling referrals: Referring customers to financial counselling services for additional support and advice. 
  1. Eligibility Criteria

To be eligible for assistance under this policy, customers must meet the following criteria: 

  • Demonstrate a genuine inability to pay their telecommunications debt due to financial hardship. 
  • Provide supporting documentation, such as proof of income, medical certificates, or other relevant documents, as requested. 
  • Be willing to work with our team to develop a suitable payment arrangement or service modification plan. 
  1. How to Apply for Assistance

Customers seeking assistance under this policy can apply by following these steps: 

  • Contact our support team via phone at 03 53358644, Monday to Friday 9am – 5pm, or via email at billing@teamcloud.com.au to discuss your financial situation. 
  • Provide any requested documentation to support your application, such as proof of income, medical certificates, or other relevant documents. 
  • Our team will review each application on a case-by-case basis and work with you to determine the most appropriate assistance options based on your circumstances. 
  1. Customer Responsibilities

Customers seeking assistance under this policy are expected to: 

  • Contact us promptly to discuss their financial situation. 
  • Provide accurate and complete information about their financial circumstances. 
  • Adhere to the agreed-upon payment arrangements and notify us if their situation changes. 
  1. Confidentiality

All information provided by customers in relation to financial hardship will be treated with the utmost confidentiality and used solely for the purpose of assessing and providing assistance. 

  1. Dispute Resolution

If a customer is not satisfied with the assistance provided or the outcome of their financial hardship assessment, they have the right to escalate the matter. The dispute resolution process includes: 

  • Initial Review: The customer should first contact our support team to discuss their concerns and seek a resolution. 
  • Escalation: If the issue remains unresolved, the customer can request that the matter be escalated to a senior manager for further review. 
  • External Review: If the customer is still not satisfied with the resolution, they may seek assistance from external bodies such as the Telecommunications Industry Ombudsman (TIO) or other relevant regulatory authorities. 
  1. Supporting Customers with Accessibility Needs

At TeamCloud Communications, we are committed to providing accessibility for all our customers, whether that be the way you contact us or the products we develop. Accesshub is a government initiative that provides a central source of information on a range of communication options available to people who are deaf, hard of hearing, and/or have a speech impairment. Within the Accesshub, the National Relay Service allows people who are deaf, hard of hearing, and/or have a speech impairment to make and receive calls. The Australian Government also offers a Translating and Interpreting Service for people who don’t speak English. We will also work with a third-party contact you nominate, such as a family member, friend, power of attorney, or legal guardian. 

  1. Where to Get Further Help

If you need additional support, the National Debt Helpline can offer free and independent advice from a financial counsellor over the phone. You can call the National Debt Helpline on 1800 007 007 between 9:30am – 4:30pm, Monday to Friday. Here are some further services that may be useful based on your individual circumstances: 

  • National Relay Service (1800 555 660) 
  • Mob Strong Debt Help (1800 808 488) 
  • Translating and Interpreting Service (131 450) 
  • 1800 Respect (1800 737 732) 
  • Kids Helpline (1800 55 1800) 
  • Lifeline (13 11 14) 
  • Beyond Blue (1300 224 636) 
  • Gambling Help (1800 858 858) 
  • Mensline (1300 789 978) 
  1. Review and Monitoring

We will regularly review and monitor the effectiveness of this policy to ensure it meets the needs of our customers and complies with relevant regulations and industry standards. 

  1. Contact Information

Customers experiencing financial hardship can contact our dedicated support team at: 

  • Phone: 03 53358644 

 

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