1300 728 884 or (03) 9436 4566

Financial Hardship means a situation where:

(a) due to reasonable cause a Customer is unable to discharge their financial obligations under their contract with the Supplier; and

(b) the Customer reasonably expects to be able to discharge those obligations if payment or Service arrangements are changed.

Financial hardship can be limited or long-term duration.


Financial Hardship Events

Common causes of financial hardship include, but not limited to:


Genuine inability to (re)pay

Of course on the event(s) that arise for the customer having a genuine inability to (re)pay, and where the admission of the outstanding amounts owed by the customer is forthcoming, DeVoteD will assist any customer.


Refusals to (re)pay

Refusals to (re)pay usual occur due to;

a) the amount due (size) may give rise to surprise/objections or

b) an absence of knowledge that a payment arrangement can be negotiated.

Where there is no genuine effort or genuine event to financial hardship, DeVoteD will not be able consider or assist and we may start or proceed with debt collection/credit management processes.



TCP Code

This Financial Hardship Policy acknowledges the Telecommunications Consumer Protections Code C628:2012 and we shall comply with the Code in relation to it.

We will give you a copy of this Financial Hardship Policy:

(a) upon request;

(b) when you indicate to us that you are experiencing Financial Hardship; or

(c) if we consider that you may be eligible for the Policy.



Negotiating a (re)payment arrangement

The agreed financial solution should meet the following criteria:
The repayment should be sufficient to cover expected future use of the service (as adjusted to ensure the customer’s financial position does not worsen over a reasonable period of time).
The arrangement should provide a continued reduction of debt at a reasonable level (i.e. the customer should not be going into future debt under the arrangement).

Upon request or suggestion, we will restrict your services. This includes, but not limited to,



Assessment and Consideration

A true and factual representation to the customer’s current incomings and outgoings, provided with evidence to substantiate would normally be asked for, but we will not normally seek an extensive detailed analysis if the amount owed has not surpassed $500. DeVoteD will advise the customer if we will not seek this (if it’s below $500).


Failure to keep in contact or failure to (re)pay

DeVoteD considers a failure to keep in contact or failure to pay a breach of the agreement. However, we will consider the circumstances in which you may have failed to do something.

If the customer can provide a legible reason or reasons, like a 3rd party or event prevented the ability to (re)pay, then we will not invoke any breaches of the agreement.

Where there is a recurring event or reason, we will seek an amendment to the agreement to cater for such.

Where there is an absolute absence by the customer to keep in contact and to (re)pay, we will with sufficient notification to the last known contact method (e-mail, letter, voicemail) advise you of the termination of the agreement, and the start of debt collection/credit management.


Our dealings with you

Our Financial Hardship Officer and delegates:

(a) will treat you with courtesy and respect;

(b) will be understanding in cases of genuine financial hardship;

(c) are entitled to be treated by you with courtesy and respect; and

(d) are entitled to act in our reasonable interests, especially in making sure claims are genuine and we are not disadvantaged without good cause.


Costs associated with this policy

There are no costs to you for making a financial hardship application or otherwise in connection with this policy



Financial Counselling Services

In times of need there are many fantastic organisations that can offer assistance.

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.

Please visit www.financialcounsellingaustralia.org.au for a full list and more information.

State listings


Consumer Action Law Centre: 03 9629 6300
Legal advice for the public:  03 9629 6300 / 1800 466 477
Legal advice for consumer caseworkers:  03 9602 3326
Website: http://www.consumeraction.org.au

MoneyHelp: 1800 007 007
Not-for-profit Victorian Government service providing free, confidential phone financial counselling for Victorians experiencing financial difficulty.


Credit and Debt Hotline: 1800 808 488
Website: http://www.cclcnsw.org.au

Financial Counsellors' Association of New South Wales:1300 914 408
Website: http://www.fcan.com.au


Care Financial Counselling Service: 1800 007 007
Website: http://www.carefcs.org

Salvation Army Moneycare: 02-6247 3635

Lifeline gambling and financial counselling: 02 6247 0655


South Australian Financial Counsellors Association:

Phone Financial Counselling
Doorways  Telephone Financial Counselling 1800 007 007


Financial Counselling Hotline: 1800 007 007

Consumer Credit Legal Service: 08 9221 7066

Financial Counsellors Association of Western Australia: 08 9325 1617
Website: http://www.financialcounsellors.org


Anglicare Financial Counselling Service: 1800 243 232
Website: www.anglicare-tas.org.au

Consumer Credit Advocate, Hobart Community Legal Service: 1800 232 500

Relationships Australia Tasmania: 1300 364 277
Assistance for people affected by gambling


Financial Counsellors Association of Queensland  
Website: www.fcaq.com.au
referral to a financial counsellor

Financial First Aid: 1300 370 255 or 1800 007 007
phone financial counselling service


Financial Counselling Hotline: 1800 007 007

Somerville Community Services
Darwin, Katherine and Palmerston 1800 007 007

Anglicare NT Financial Counselling
Darwin Financial Counselling Service Tel: 08 8985 0000
Katherine Financial Counselling Service Tel: 08 8972 1571
East Arnhem Financial Counselling Service Tel: 08 8987 3022
Top End Financial Counselling Service Tel: 08 8985 0000
Alice Springs Financial Counselling Service Tel: 08 8951 8000

Tangentyere Council Financial Counselling Service
Telephone 08 8951 4257


How to find out more

For more information on DeVoteD Financial Hardship Policy, please email support@devotednbn.com.au or call our Accounts department on 1300 728 884. Please note the Finiancial Hardship team is only available from 9am until 5pm AEST Monday to Friday excluding public holidays.