1300 788 869

Financial Hardship Policy

The Telecommunications Consumer Protections Code C628:2012 defines Financial Hardship as a situation where a customer is unable to discharge of the financial obligations in relation to our services but where the customer expects to be able to do so over time if payment arrangements

We encourage you to contact us if you experience any difficulties paying our services. Please contact us by calling 1300 788 869 (3 for Accounts) if you would like to discuss any Financial Hardship matters with us. You can do so from 9am-5pm Monday to Friday (excluding National and QLD state wide Public Holidays).

The Process:

When assessing your eligibility for Financial Hardship, we may ask you to provide certain documents such as:

  • A statutory declaration or official written communication from a person or support group that is familiar with your circumstances,
  • Evidence that you consulted a recognised financial counsellor,
  • A statement of your financial position.

We may not be able to make an assessment of your circumstances if you do not provide us with the requested information. We may use the information you provide as well as other information available to us. Once we received all required information, we will let you know within 7 working days whether you are eligible for assistance under our Financial Hardship Policy.

If Eligible:

If you are eligible, will work with you to come to an arrangement that allows you to pay your outstanding charges in a way that does not worsen your financial position. Where appropriate we will discuss means with you how to limit your spend (this may include barring some service features) during the time of our arrangement and thereafter.

Once we come to an agreement we will put this in writing via letter or email to you. You must inform us if your circumstances change (for better or for worse) during our arrangement. We will not charge you for assessing your Financial Hardship circumstances or for administering the matter.

Finding a Financial Counsellor:

You can talk to a phone financial counsellor from anywhere in Australia by ringing 1800 007 007 (minimum opening hours are 9.30 am – 4.30 pm Monday to Friday). This number will automatically switch through to the service in the State or Territory closest to you.

Alternatively, you can find the financial counselling service nearest to you by visiting http://www.financialcounsellingaustralia.org.au/Corporate/Find-a-Counsellor.

Get In Touch

Customer Support

Call Central Communications focuses on delivering prompt, reliable and timely support for all of its customers, our preferred method is via email so that we have a record of the correspondence however feel free to call one of our friendly customer support team during our support hours.

Contact Details

Phone: 1300 788 869 and select option “2” or use the contact form provided to send us a support request.

Business support hours are Monday to Friday: 9 am – 5 pm (QLD time)

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Resellers

Call Central’s Partner Program offers IT professionals and business phone system installers the chance to take advantage of the quickly developing business VoIP market while being completely supported by Call Central’s qualified technical and sales professionals.

Call Central offers a range of management tools that will greatly assist you in better servicing your client’s requirements. You will position yourself at the fore of an advanced and inventive technology – VoIP products fully equipped with innovative features that set you distinctly apart from your competitors.

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