financial hardships policy

Vtelecom is committed to helping customers facing financial hardship to maintain telecommunications access.

We recognise that sometimes unforeseen events in your life may affect your ability to pay us for your Vtelecom services. Vtelecom has a Financial Hardship policy to cover these situations.

Unforeseen circumstances include sudden illness, loss of employment or any other reasonable cause, e.g. a death in a family.

Vtelecom provides a range of payment and service options so you can stay connected now and in the future.

These include payment arrangements over a period of time so you don’t have to pay the whole amount at once. We also offer ways to help you control your ongoing Vtelecom usage such as call barring on certain services, service plans and options, pre-paid products and budgeting options.

We assess each application for financial hardship assistance on the customer’s individual financial circumstances.

To make this assessment, we may need to ask some questions about your situation, such as your financial circumstances, income details, whether this is temporary or not, and the types of telecommunications services you need.

We will also assess the level of your telecommunications usage and ensure that you are aware of your service options and are able to control the amount on your future bills.

We will then work with you to set up a solution to help you manage the payment of an outstanding Vtelecom bill or one that you are expecting in the near future.

You can call us on 1800 VTELECOM should you require any further assistance or email us on support@vtelecom.com.au