Financial Hardship Policy

Tribe Broadband understands that sometimes unforeseen financial hardship may affect your ability to pay us for services you have used and we are committed to assisting you at such times. Any help we can give will depend on your individual circumstances, and we provide help on a case-by-case basis.

We're here to help

We understand that financial hardship is about your inability to pay us rather than an unwillingness to do so. It can be either limited or long term in duration, and may come about due to a variety of factors or events, such as:

 - Injury or illness, including mental illness;

 - Family breakdown;

 - Domestic or Family violence;

 - A death in the family;

 - Natural disaster.

Options for assistance

Our aim is to get you back on track and in control of your monthly Tribe Broadband bill.

If you are experiencing Financial Hardship, we have a variety of options to help you get back in control. Any help we can give will depend on your individual circumstances and will be on a case by case basis. Some of these options include, but are not limited to:

 - Long-term payment arrangements;

 - Spend controls;

 - Restriction of services to reduce financial overcommitment;

 - Low cost interim options until you can continue with original payments;

 - Discounting or waiving of debt;

 - Waiving late payment fees.

Starting the process

To fully understand your situation, we will ask questions about your circumstances and might request supporting documentation. We might ask for details of your income, and your current contact details, for example, but we’ll keep this information strictly confidential and in accordance with our Privacy Policy.

If you have having a problem with paying your bill, or you wish to discuss options available to you to minimise your bill, call our Billing Team on:

02 8006 8090

You can reach us Monday to Friday from 9am to 5pm AEST

If we request information about your circumstances and it’s not provided to us, we may not be able to make an assessment about your eligibility under our Financial Hardship policy. Once all requested information (if applicable) has been provided, we will make an assessment within 5 business days and advise you of the outcome. We will not charge you for this assessment.

Seeking assistance from a Financial Counsellor

If you are facing financial difficulty, you may wish to obtain advice from a community financial counsellor.

You can talk to a financial counsellor anywhere in Australia by calling the Financial counselling hotline on 1800 007 007. This free hotline is open from 9.30am to 4pm Monday to Friday.

You can also visit the National Debt Helpline www.ndh.org.au

Complaints

If you are not happy with the outcome of your application for financial hardship assistance, you can provide feedback by lodging a complaint with us. To view our Complaint Handling Policy or make a complaint click here.

© 2020 Tribe Broadband Pty Ltd. All rights reserved. ACN: 613 085 500.