BRDY Telecom Australia Pty Ltd Payment Assistance Policy

Brdy Telecom Australia Pty Ltd Suite 20’01, Level 20, 133–145 Castlereagh Street, Sydney NSW 2000

1. Purpose

This Payment Assistance Policy explains BRDY Telecom Australia Pty Ltd’s commitment to identifying, informing, supporting and interacting with customers experiencing financial hardship in accordance with the Telecommunications (Financial Hardship) Industry Standard 2024, administered by the Australian Communications and Media Authority (ACMA). BRDY Telecom Australia Pty Ltd (BRDY Telecom) aims to ensure eligible customers receive appropriate care and support, with priority given to keeping customers connected.

2. Scope

2.1 Customers covered by this Policy

This Policy applies to BRDY Telecom consumer customers who acquire, or may acquire, a telecommunications product or service primarily for personal or domestic use. It also applies to eligible small business and not-for-profit customers where required by the Standard.

2.2 Reviewing this Policy

BRDY Telecom will review this Policy at least annually and may amend it in response to legislative or regulatory changes, significant events, customer needs or identified service improvements.

3. Our Commitment

3.1 Our goal

BRDY Telecom is committed to informing, supporting and assisting customers who are, or may be, experiencing financial hardship. We will prioritise keeping customers connected and will use disconnection only as a last resort.

3.2 Customer rights

Eligible customers have the right to apply for financial hardship assistance. BRDY Telecom will not charge a fee for an application, assessment or assistance arrangement.

4. Eligibility

4.1 When you may apply

You may apply if you are a current or former BRDY Telecom consumer customer, you cannot meet a financial obligation under your agreement with us because of financial hardship, and you consider that assistance relating to your service or debt may help you meet that obligation.

4.2 What financial hardship means

Financial hardship may arise where you are unable to pay an amount owed to BRDY Telecom because of circumstances including:
  • personal or household illness;
  • unemployment, low income or reduced access to income;
  • domestic or family violence;
  • a death in the family;
  • a change in personal or family circumstances;
  • a natural disaster;
  • an unexpected event or unforeseen change affecting income or expenditure; or
  • another reasonable cause.

4.3 Accessibility and vulnerability support

Customers in vulnerable circumstances, customers with disability or additional needs, and customers from culturally and linguistically diverse backgrounds may request additional support to apply for assistance or understand this Policy. BRDY Telecom will provide appropriate support and accessible communication options where reasonably available.

5. Financial Hardship Assistance

BRDY Telecom will work with you to identify an arrangement that is realistic, appropriate and tailored to your circumstances. Depending on your needs, assistance may include:
  • a temporary payment extension;
  • transfer to a more suitable product or service;
  • a discount, credit or waiver applied to eligible charges or debt;
  • a matched-payment or payment-incentive arrangement;
  • controls on further charges, including spend controls;
  • restriction of selected features while maintaining essential connectivity;
  • removal of non-essential product features at no cost; or
  • a payment plan tailored to your capacity to pay.
You may also contact us for general assistance in managing payment obligations, reviewing your current services and identifying options that may better suit your needs and budget.

6. Application and Assessment

6.1 How to apply

To apply for financial hardship assistance, contact BRDY Telecom using the contact details in section 6.2. We will discuss your circumstances, assess your eligibility and work with you to identify suitable assistance. If you accept an offered arrangement, it will begin as soon as practicable. If you disagree with a decision, you may request a review or make a complaint.

6.2 Contacting us

Financial hardship enquiries: [insert BRDY Telecom Australia telephone number] Email or online support: [insert BRDY Telecom Australia email address or support webpage] Accessibility or vulnerability support: [insert dedicated contact details, if available]

6.3 Information needed

Before assessing an application, BRDY Telecom will confirm your identity, or the authority of your representative, in accordance with applicable regulatory requirements.

6.4 Additional information

Customers affected by domestic or family violence will not be required to provide supporting evidence. Evidence will also not be required for short-term assistance lasting no more than three payment cycles. For long-term assistance, BRDY Telecom may request information only where permitted by the Standard, including where the amount to be repaid exceeds $1,000, the customer has held a service for less than two months, or there is a reasonable possibility of fraud. We will request only information that is strictly necessary and not unreasonably difficult to provide. If required information is unavailable or incomplete, we may be unable to complete the assessment. False, inaccurate or misleading information may result in cancellation of the application.

6.5 Assessment timeframes

Where an application cannot be completed during the initial interaction, BRDY Telecom will provide an estimated timeframe and will complete the assessment within five business days after receiving a complete application. We will advise you of the outcome as soon as possible and no later than two business days after completing the assessment. If it becomes clear that you are not eligible under the Standard, we will tell you promptly.

6.6 Commencement and monitoring

An assistance arrangement starts when you agree to it. You may contact BRDY Telecom at any time for an update on your application or arrangement.

7. Independent Support Services

BRDY Telecom may work with financial counselling organisations, charities and social services to improve support for customers experiencing financial hardship. We will obtain appropriate consent before sharing customer information with an external organisation unless we reasonably consider there is an immediate risk to a person’s safety.

8. Complaints and Reviews

To request a review or make a complaint about a financial hardship application or arrangement, contact BRDY Telecom using the details below: Complaints contact: [insert BRDY Telecom Australia complaints telephone number, email address or webpage] If you are not satisfied with how BRDY Telecom handles your complaint, you may contact the Telecommunications Industry Ombudsman (TIO), a free and independent dispute resolution service, on 1800 062 058 or at tio.com.au. Making a complaint to BRDY Telecom or the TIO, or requesting a review of a decision, will not prevent you from agreeing to an available financial hardship assistance arrangement while the matter is being considered.