Managed technology for business Managed IT · Cybersecurity · Essential Eight · Cloud · Connectivity
Call (03) 4332 5184 [email protected] Book Support → Client App →
Free IT Health Check

FINANCIAL HARDSHIP POLICY

1. Introduction

Melbourne West IT Solutions (“MWITS”, “we”, “us”, “our”) is committed to supporting customers who are experiencing genuine financial hardship. We understand that circumstances can change unexpectedly, and we aim to provide fair, reasonable, and compassionate assistance while ensuring continuity of essential telecommunications services wherever possible.

This Financial Hardship Policy applies to all MWITS residential and small business customers using our internet, mobile, and voice services.

 

2. What is Financial Hardship?

Financial hardship means a situation where a customer is willing and intends to pay their bills, but is temporarily or permanently unable to do so due to circumstances outside their control.

Examples include:

  • Loss of employment or reduced income

  • Illness, injury, or medical expenses

  • Family or domestic violence

  • Natural disasters

  • Unexpected financial commitments

  • Bereavement

  • Business downturn (for small business customers)

Financial hardship is assessed on a case‑by‑case basis.

 

3. Identifying Financial Hardship

You may be experiencing financial hardship if you:

  • Are unable to pay your bill by the due date

  • Have accumulated overdue balances

  • Have received disconnection warnings

  • Are struggling to meet payment commitments

  • Have contacted us expressing difficulty paying

We may also identify hardship through:

  • Payment history

  • Missed direct debits

  • Customer communication

  • Information provided by financial counsellors

 

4. How to Apply for Financial Hardship Assistance

Customers can request hardship assistance by contacting us:

Email: [email protected] Phone: (your support number) Business Hours: Monday–Friday, 9am–5pm AEST

You may be asked to provide:

  • A brief explanation of your situation

  • Evidence of hardship (only if necessary), such as:

    • Medical certificates

    • Employment separation documents

    • Bank statements

    • Letters from financial counsellors

We aim to assess hardship requests within 5 business days.

 

5. Support Options Available

Depending on your circumstances, MWITS may offer one or more of the following:

5.1 Payment Arrangements

  • Extended payment timeframes

  • Payment plans with weekly, fortnightly, or monthly instalments

  • Temporary payment reductions

5.2 Service Adjustments

  • Moving you to a lower‑cost plan

  • Waiving plan change fees

  • Temporary suspension of non‑essential services

5.3 Fee Waivers

  • Waiving late fees

  • Waiving disconnection or reconnection fees

  • Waiving debt collection referral fees (where possible)

5.4 Spend Controls

  • Data usage limits

  • Call barring for premium or international services

  • Prepaid or capped alternatives

5.5 Referrals

  • Referral to a financial counsellor

  • Referral to government assistance programs

We will work with you to find a solution that is fair, reasonable, and sustainable.

 

6. Your Responsibilities Under a Hardship Arrangement

If you enter into a hardship arrangement, you agree to:

  • Make payments as agreed

  • Contact us if your circumstances change

  • Notify us if you cannot meet an instalment

  • Provide accurate information

If you fail to meet the agreed arrangement and do not contact us, we may cancel the arrangement and resume normal credit processes.

 

7. Disconnection & Credit Management

While your hardship request is being assessed:

  • We will not disconnect your service

  • We will not refer your account to debt collection

  • We will not apply late fees

If a hardship arrangement is approved:

  • Disconnection will not occur while you meet the agreed payments

  • Debt collection will be paused

If the arrangement is not followed and no contact is made, standard credit processes may resume.

 

8. Privacy & Confidentiality

All information you provide will be handled confidentially and in accordance with Australian privacy laws. We will only request information necessary to assess your hardship application.

 

9. Financial Counselling Services

Free, independent financial counselling is available through:

National Debt Helpline Phone: 1800 007 007 Website: ndh.org.au

Small business customers can access:

Small Business Debt Helpline Phone: 1800 413 828

 

10. Policy Review & Updates

MWITS may update this Financial Hardship Policy from time to time to ensure compliance with regulatory requirements and industry best practice. The latest version will always be available on our website.