This page explains what customers of Internode can do if they are affected by Financial Hardship.
Internode defines financial hardship as:
A situation where a customer is unable, reasonably, because of illness, unemployment or other reasonable cause, to discharge their financial obligations under their contract with the supplier and the customer reasonably expects to be able to discharge those obligations if payment and/or service arrangements were changed. Financial hardship can be of limited or long term duration.
In times of genuine hardship, we understand that customers and/or their financial counsellor deserve easy access to empathetic and skilled staff. Internode will endeavour to provide this service by training all Credit staff to correctly identify customers who are dealing with financial hardship.
At Internode, we expect our Credit Team to act with compassion and sympathy, whilst still managing to meet business requirements. The Credit Team is also required to accept reasonable payment arrangements, taking into account each customer’s individual circumstances.
Internode considers financial hardship a state that involves a customer’s inability to pay bills, rather than an unwillingness to do so. Customer hardship can arise from a variety of situations, and can be of either limited duration or long term.
Common causes of financial hardship include, but not limited to:
The agreed financial solution should meet the following criteria:
Upon request or suggestion, we will restrict your services. This includes, but not limited to,
There are also a range of other financial support services available such as free financial counselling services offered in each state and territory in Australia. The following organisations are in no way affiliated with Internode, but might be the help you need. For more information on these and other options available, please see ACMA’s website.
Alternatively, visit financialcounsellingaustralia.org.au for more information.
For more information on our Financial Hardship Policy, please email firstname.lastname@example.org or call our Billing Team on 1300 889 188 (between 7AM and 8PM Mon-Fri & 7AM and 7PM Sat-Sun, ACST).
Please note that the Internode Credit Team is available from 6am until 7pm AEST (Monday to Friday).
Your assessment will be reviewed by our empathetic and skilled Credit Team within 7 business days.
If you are facing financial difficulties you may be required to provide some sensitive information, this may include:
Our staff are experienced in treating matters of financial hardship with understanding and sensitivity, and your privacy will remain our utmost concern. All information will be kept confidential and in accordance with the privacy provisions of the Privacy Act 1988.