Trusted by over 60,000 users Australia wide

Financial Hardship Policy

At MaxoTel, we understand that unexpected life events can put real pressure on your finances. If you’re experiencing financial hardship, we’re here to work with you, offering practical and personalised support to help you stay connected and keep your services running.

What is financial hardship?

Financial hardship occurs when a customer, due to illness, unemployment, or other reasonable causes, cannot meet their financial obligations under their agreement with MaxoTel but expects to fulfill these obligations if payment and service arrangements are modified. It's important to note that this involves a genuine inability to pay, not an unwillingness.
How can MaxoTel help?
Our priority is keeping you connected to essential telecommunication services. Depending on your unique circumstances, we can offer a range of assistance options, including:
- Payment plans tailored to meet your ability to pay.
- Transferring you to a product better suited to your circumstances.
- Adjusting internal threshold limits so that you can remain connected.
- Controls on how you can incur charges on your account with us, including spend controls.
- Applying a credit to your account to reduce charges that are due or upcoming.
- Moving you to a free non-automatic payment method.
You can also contact us at any time for general assistance with managing your payment obligations and any associated debts.
How do I apply for financial hardship assistance?

To discuss your options or apply for financial hardship assistance, contact our team by phone on 1800 12 12 10 or by email at [email protected]. Our team is available Monday to Friday, 7:30AM to 7:30PM AEST. Depending on your circumstances, we may ask you to provide some supporting documentation.

Customers with disabilities, special needs, or from culturally and linguistically diverse backgrounds will have access to assistance when making an application or accessing information about this Policy where needed. Support is also available for customers experiencing vulnerable circumstances.

All conversations and information shared with us will be kept confidential in accordance with the Privacy Act 1988 and MaxoTel's Privacy Policy.
How will MaxoTel communicate financial hardship arrangements?

Once we receive your completed application, we will review your request and let you know the expected timeframe for your assessment. We will do this within five (5) business days.

We will let you know the outcome of your assessment as soon as possible and no later than two (2) business days after completing it. If it becomes clear at any point that you are not eligible for financial hardship assistance, we will let you know straight away.

You can also check in on the progress of your application at any time by contacting us directly.
Where can I get further support?
You can access independent financial advice, counselling and support from a range of external organisations, including:
Please note that we obtain appropriate consent before sharing any customer information with external organisations, unless we reasonably consider there is an immediate risk to your safety.
Can I lodge a complaint if we cannot reach an agreed outcome?

We take complaints seriously. If you wish to make a complaint or seek a review of the outcome of your financial hardship application, please refer to MaxoTel’s Complaint Handling Policy for details on how to lodge a complaint, how it will be handled, and how it can be escalated.

If you are not satisfied with how we handle your complaint, you can contact the Telecommunications Industry Ombudsman (TIO) for free external dispute resolution.

Please note that making a complaint or requesting a review will not prevent you from agreeing to a financial hardship assistance arrangement while your complaint is being handled.
Is more information available?

Absolutely. Please download our Financial Hardship Policy PDF for more information.

If you have any trouble accessing or viewing the PDF, you may need to install Adobe Reader on your computer, tablet, or smartphone. You can also get in touch with our team by phone on 1800 12 12 10 or via email at [email protected].