Payment Assistance Policy
Spacetalk
Payment Assistance Policy Summary
Our commitment
Spacetalk is committed to helping customers who are experiencing financial hardship. Financial hardship assistance is free of charge and available to all eligible customers. Our goal is to keep you connected, and disconnection will only ever be used as a last resort.
What is Financial Hardship?
Financial hardship can affect any of us, often at times when we least expect. “Financial hardship” occurs when you find yourself unable to pay an amount that you owe Spacetalk under your agreement with us due to a change in circumstances, including:
- personal or household illness;
- unemployment;
- low or insufficient income, including reduced access to income;
- being a victim survivor of domestic or family violence;
- a death in the family;
- a change in personal or family circumstances;
- a natural disaster;
- unexpected events or unforeseen changes that have impacted your household income or expenditure; or
- other reasonable causes; and
you believe you will be able to meet your obligation to pay an amount if you enter into an arrangement for payment assistance with Spacetalk.
What assistance options are available?
If you’re experiencing financial hardship, you have a right to apply for short or long-term assistance. If you’re eligible for assistance, Spacetalk will work with you to agree a solution that is realistic, appropriate, and tailored to your situation.
Depending on your circumstances, options for assistance that we have available include:
- temporarily postponing, extending or deferring the time for paying a bill;
- payment plans which are tailored to meet a customer’s ability to pay.
- applying a credit to the customer’s account;
- removing non-essential features of a telecommunications product at no cost;
- transferring the customer to a different telecommunications product that better suits their circumstances; and
- discounting a bill charge.
As well as the above options, you can contact Spacetalk at any time to receive general assistance in relation to managing payment obligations.
How to Apply
You can apply at no cost by contacting our Payment Assistance Team:
Phone: 1300 028 478
Email: support@spacetalk.co
Hours: Monday to Friday, 9am – 5pm AEST
You can also get in contact with our team via our webchat function at https://spacetalk.co/pages/contact-us.
If you need help in another language, you can contact the Translating and Interpreting Service (TIS National) on 131 450. If you have a hearing or speech impairment, you can contact us through the National Relay Service at www.relayservice.gov.au.
Download our full Payment Assistance Policy here [Insert hyperlink for PDF download]
Complaints
If you are not satisfied with the assistance provided, you can make a complaint to us in the following ways:
Phone: 1300 028 478
Online form or live chat: https://spacetalk.co/pages/contact-us
Email: support@spacetalk.co
If you are still not satisfied, you can contact the Telecommunications Industry Ombudsman (TIO):
Website: tio.com.au/complaints
Phone: 1800 062 058 (Mon–Fri, 8am–8pm AEST)
Independent Support Services
You can also contact free financial counselling and support services, such as:
National Debt Helpline – 1800 007 007, ndh.org.au
Small Business Debt Hotline – 1800 413 828, sbdh.org.au
Moneysmart – moneysmart.gov.au