- Purpose
We understand that customers can experience financial hardship due to illness, loss of income, natural disaster, or other change in circumstances. This policy explains how we can help residential and small-business customers to stay connected while we work together on a sustainable solution. - What is financial hardship?
Financial hardship is a situation where you are willing but temporarily unable to meet your financial obligations to us. It can be short or long term. - Who is eligible?
Residential customers and small businesses who use our services primarily for personal or small-business needs, and who are experiencing genuine hardship. We may ask for reasonable information (see Section 6) to assess your situation. - How we can help
Depending on your circumstances, support may include:
• Payment plans or extensions.
• Waiving or reducing late fees.
• Spend controls or barring chargeable features that drive unexpected costs.
• Moving to a lower-cost plan (fees waived where reasonable).
• Temporarily downgrading or restricting services to essential connectivity.
• Reviewing disputed charges and offering credits where appropriate. - How to apply
• Email hardship@symsafe.com.au or call 1300 002 001.
• Tell us your name, account number, contact details, and a brief description of your situation and what assistance you are seeking.
• We’ll acknowledge receipt promptly and aim to provide an outcome within [5–10] business days. - Information we may request
To assess fairly, we may ask for reasonable and relevant information such as:
• A summary of income and expenses;
• Evidence of a change in circumstances (e.g., medical letter, redundancy notice);
• Your proposed affordable payment amount and frequency.
We minimise what we ask for and keep your information confidential in line with our Privacy Policy. - During assessment
• We won’t suspend your service solely for non-payment of genuinely disputed or hardship-related amounts while we’re assessing a hardship request and you maintain agreed interim payments.
• We’ll work with you to agree a realistic plan. If circumstances change, tell us and we’ll review it. - If we can’t agree
• If we can’t reach a workable arrangement, we’ll explain why and outline your options.
• You can make a complaint via complaints@symsafe.com.au. If unresolved, residential/small-business customers may contact the Telecommunications Industry Ombudsman (TIO). - Your responsibilities
• Provide accurate information and let us know promptly if your circumstances change.
• Keep to the agreed plan or contact us early if you can’t. - Contact
Hardship assistance: hardship@symsafe.com.au | 1300 002 001
Complaints: complaints@symsafe.com.au
TIO: www.tio.com.au | 1800 062 058