As you are aware, your Kogan nbn™ service is provided by Vodafone Hutchison Australia Pty Ltd. The Vodafone Financial Assistance Team will manage your financial hardship application and you will receive notices from Vodafone regarding your financial hardship request.
We understand that life can take unexpected turns. If you’re facing financial hardship with your Kogan nbn™ service, we’re here to help.
Financial hardship can happen for many reasons including loss of income, sudden illness or injury or change of family circumstances. It can affect your financial situation for a short while or you may need assistance for longer. If your ability to make a payment has been impacted, please let us know. It’s best to request financial hardship assistance right away, so we can help you sooner.
How we can help.
If you’re experiencing financial hardship and unable to pay your bill, call our Customer Care team on 1300 010 400 (available 8am - 8pm, 7 days a week).
Alternatively, you can send us an email to firstname.lastname@example.org with your name, account number, contact details and a brief description of the assistance you require.
Sometimes, additional supporting documentation is required. This can include payslips, Centrelink statements, bank statements and medical certificates. If this is the case, we’ll let you know. We’ll be in touch within 5 working days of receiving your request.
Our Financial Assistance team will work with you to determine how we can best assist you. Some of the solutions we offer are:
- Spend controls
- Restriction of service
- Data capped plans
- Payment arrangements – length depending on your circumstances
- Payment extensions
- Waiving of late payment or cancellation fees
There’s no charge for making an application or entering into any Financial Hardship Arrangement.
Where can I get further help?
If you need more assistance, you can call the National Debt Helpline on 1800 007 007 to get free and independent advice from a financial counsellor over the phone. They are available between 9.30am-4.30pm from Monday to Friday. You can also find a financial counsellor in your local area online.
Here are other resources and organisations that you might find useful.
- National Relay Service (1800 555 660)
- Translating and Interpreting Service (131 450)
- 1800 Respect (1800 737 732)
- Kids Helpline (1800 55 1800)
- Lifeline (13 11 14)
- Beyond Blue (1300 224 636)
- Department of Human Services
- Gambler’s Help
- Mensline (1300 789 978)
What happens after my request for financial assistance?
The Vodafone Financial Assistance team will be in touch within 5 days to discuss how they can help you. They may request supporting documentation or additional information about your circumstances.
Do I have to provide all the information you require?
Yes, it’s important that you provide all the required information, otherwise your application will unable to be assessed.
The information you provide must not be false, incomplete or misleading. If this is the case, we may be unable to assess your application and may also cancel any Financial Hardship Arrangement in the future.
How is my personal information handled?
My service has been restricted or disconnected. What should I do?
Call our Customer Care team on 1300 010 400 (available 8am - 8pm, 7 days a week) to discuss your situation. We're here to help.
Will I still be able to use my service if I apply for financial hardship?
Each application will be assessed on a case-by-case basis. We will work with you to try and keep you connected.
How can I make a Financial Hardship complaint?
Your feedback is important to us. If you’re not happy with our products or service, we’d like to know.
To make a complaint, please call us on 1300 010 400 (8am - 8pm, 7 days a week), or fax or mail us.
If we’re unable to agree on a resolution, you can contact an external organisation for support and advice, including the:
- Telecommunications Industry Ombudsman (TIO): General complaints
- Office of the Australian Information Commissioner (OAIC): Privacy complaints
- Credits and Investments Ombudsman (CIO): Sold debt payment disputes