Australian Financial Hardship Policy 

Effective Date: 02.09.2024

1. Introduction 

TP Operations Australia Pty Ltd (hereinafter referred to as “1GLOBAL”) understands that unfortunate circumstances may arise that affect a customer's ability to pay for services provided by 1GLOBAL. All 1GLOBAL customers have the right to ask for help if they are having problems paying their bills. As such, 1GLOBAL has a Financial Hardship Policy in place to assist such affected customers with the goal of keeping customers experiencing financial hardship connected and make sure that disconnection will only be used by the provider as a measure of last resort. 

This policy provides affected customers with different options aimed at allowing them to continue using 1GLOBAL services. It is designed to comply with the Telecommunications (Financial Hardship) Standard 2024. 

2. Circumstances Covered 

This policy applies to the following situations: 

  • Loss of employment of the customer or a family member. 

  • Family breakdown. 

  • Illness, including physical incapacity, hospitalization, or mental illness of the customer or a family member. 

  • A death in the family. 

  • Other factors resulting in an unforeseen change in the customer's capacity to meet their payment obligations, whether through a reduction in income or an increase in non-discretionary expenditure. 

3. Assistance Options 

If you are experiencing financial hardship, you have the right to apply for financial hardship assistance, whether it is for the short-term or long-term. This assistance is provided free of charge. 

Our dedicated staff will work with affected customers to find a solution. Solutions may include: 

  • Call barring. 

  • Reconnection of a service with restricted access. 

  • Offer of a pre-paid service. 

  • Recommending the cancellation of content subscription services billed via the telecommunications account (e.g., ringtones, jokes, pictures). 

  • Recommending contacting the bank to cancel any direct debit arrangements that are no longer applicable. 

  • Realistic and affordable payment arrangements. 

  • Withdrawal of reconnection and late payment fees. 

  • Ongoing case management during the period of financial difficulty. 

4. Process 

If you are experiencing financial difficulty and wish to discuss payment options, please refer to the contact details provided in paragraph 7. 

4.1 Assessment When assessing your circumstances under our financial hardship policy, 1GLOBAL may ask for: 

  • A statutory declaration or official written communication from a person or support group familiar with your circumstances. 

  • Evidence of consultation with a recognized financial counselor. 

  • A statement of your financial position. 

1GLOBAL may not be able to assess your circumstances without the requested information. We may use the information you provide along with other available information. Once all required information is received, we will notify you within 7 working days if your circumstances are covered by our Financial Hardship Policy. 

When assessing your request for support, we may ask questions about your situation so we can tailor our help to you. If you need short-term support or are a victim-survivor of domestic violence, we won’t ask for any evidence to support your application. 

4.2 Agreement If eligible, 1GLOBAL will work with you to establish an arrangement that allows you to pay outstanding charges in a way that does not worsen your financial position. Where appropriate, we will discuss methods to limit your spending during and after the arrangement period. 

Once an agreement is reached, 1GLOBAL will confirm this in writing via letter or email. You must inform us if your circumstances change during the arrangement period. 

1GLOBAL will not charge you for assessing your financial hardship circumstances or for administering the matter. 

5. Finding a Financial Counselor 

You can speak to a financial counselor from anywhere in Australia by calling 1800 007 007 (minimum opening hours are 9:30 am – 4:30 pm, Monday to Friday). This number will automatically connect you to the service in your nearest State or Territory. 

Alternatively, you can find the nearest financial counseling service by visiting Financial Counselling Australia. 

 

6. Telecommunications Industry Ombudsman (TIO) complaints  

If you are dissatisfied with the outcome of your application for payment assistance or the resolution of a complaint made to 1GLOBAL, you have the option to contact the Telecommunications Industry Ombudsman (TIO). You can file a complaint with the TIO or find more information by visiting their website at tio.com.au/complaints or by calling 1800 062 058 (available Monday to Friday, 8:00 AM – 8:00 PM AEST). 

7. Contact Information 

You can apply for support using one of the following methods that works best for you. For more information or to discuss financial hardship assistance, contact us at: 

- Telephone: +61 861 863 635 
- Email: business.help@1global.com 
- Online: https://support.jira.1global.com/servicedesk/customer/portals   
- Mail: TP Operations Australia Pty Ltd, 616 Harris Street, Ultimo, Sydney NSW, 2007 

1GLOBAL is a trading name of TP Global Operations Limited.