Financial Hardship Policy

What is financial hardship?

Financial hardship is when you want to pay but cannot meet your payments to Bunnji right now. It can be caused by things like illness, injury, job loss, a business downturn, a death in the family, a natural disaster, or domestic and family violence.

How we can help

Depending on your situation, options may include:

• A payment plan or extension of time to pay
• Moving to a lower-cost plan or removing optional features
• Spend controls or barring some call types to help you manage costs
• Temporarily pausing debt collection activity
• Waiving or reducing some fees and charges

How to ask for help

Call 1300 001 611 or email info@bunnji.com.au and tell us you need financial hardship assistance. You can also ask a financial counsellor or someone you trust to contact us for you. Applying is free.

Our assessment

We will discuss your circumstances and what you can afford. We will only ask for information that is reasonably needed, and we will not ask for documents if you are affected by domestic or family violence. We aim to give you an outcome within 5 business days of receiving what we need, and we will confirm any arrangement in writing.

While an arrangement is in place

• We will not restrict, suspend or disconnect your service for amounts covered by the arrangement while you keep to it
• We will not charge late payment fees on those amounts
• Please tell us if your circumstances change so we can review the arrangement

If you miss a payment, we will contact you to discuss options before taking any credit management action.

Free financial counselling

Free, independent and confidential help is available from the National Debt Helpline on 1800 007 007 or ndh.org.au.

Complaints

If you are unhappy with how your hardship request was handled, please see our Complaints Handling Policy. You can also contact the Telecommunications Industry Ombudsman on 1800 062 058.