How Dreamtilt can help during financial hardship
Definition of Financial Hardship
Dreamtilt defines financial hardship as: A situation where a customer is unable, reasonably, because of illness, unemployment or other reasonable cause, to discharge their financial obligations under their contract with the supplier and the customer reasonably expects to be able to discharge those obligations if payment and/or service arrangements were changed. Financial hardship can be of limited or long term duration.
Information that is available
We can provide you with a summary of this policy either in writing or over the telephone if:
- you ask for it
- you indicate to us that you are in financial hardship, and/or
- we consider that you may be eligible.
All our reminder notices include information about this policy with a link to this website.
Customers Experiencing Financial Hardship
Dreamtilt considers financial hardship a state that involves a customer’s inability to pay bills, rather than an unwillingness to do so. Customer hardship can arise from a variety of situations, and can be of either limited duration or long term. Common causes of financial hardship include, but not limited to:
- Loss of employment by the consumer or family member
- Family breakdown
- Illness including physical incapacity, hospitalisation, or mental illness of the customer or family member
- A death in the family
- Abuse of the service by a third party leaving the customer unable to pay the account
- Natural Disasters
If you are experiencing any difficulty with your financial obligations to Dreamtilt then please contact Dreamtilt’s team to discuss your situation. Please contact us to talk about any difficulties with your financial obligations to Dreamtilt or a situation of Financial Hardship by contacting us using any of the following methods:
Phone: 1300 306 126
Client Login Support Ticket: https://billing.dreamtilt.com.au
Please note that Dreamtilt’s team are available from 8.30am – 6pm Monday to Friday and 8am – 12pm Saturday (QLD Times)
It is always better to get on to these things sooner rather than later, so ideally we would prefer to talk with you before uou are experiencing a situation of Financial Hardship. But we are available to talk this through at any time you need to and are able to.
Criteria for Financial Hardship
To be eligible to enter the Hardship Program you must meet the following three criteria:
- Have a current residential customer account with us;
- Be experiencing short term or long term hardship; and
- Demonstrate a willingness to pay.
Financial hardship does not apply to:
- Customers who wish to negotiate time to pay their bill within a short period of time, usually within the month
- People who are bankrupt.
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 counselor,
- 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 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.
What Assistance is available to respond to Financial Hardship
Assistance may include any of the following:
1. Reduce the amount you use and spend – This may include reducing the service specifications and configuration – speed & data – and the associated fee, for your Service.
2. Stop the amount you use and spend – In some circumstances of substantial Financial Hardship it may be best to ensure that you incur no further charges, and in that case it may be best to suspend your service until you confirm that the situation of Financial Hardship is resolved and that you can once again meet your financial obligations to Dreamtilt.
3. Payment plan – Payments under any repayment or payment plans should be sufficient to cover expected future use of the service (as adjusted to ensure your financial position does not worsen over a reasonable period of time). The arrangement should provide a continued reduction of debt at a reasonable level (i.e. Dreamtilt will ensure that you are not going into future debt under the arrangement).
Reaching a Financial Arrangement
The agreed financial solution should meet the following criteria:
The repayment should be sufficient to cover expected future use of the service (as adjusted to ensure the customer’s financial position does not worsen over a reasonable period of time).
The arrangement should provide a continued reduction of debt at a reasonable level (i.e. the customer should not be going into future debt under the arrangement).
Upon request or suggestion, we will restrict your services. This includes, but not limited to –
- Restricing your telephone calls as you require (not including emergency or essential calls as outlined by you)
- Removing access to apply for new products and services
- Suspending use of some or all services.
Conditions and Obligations
When entering a financial agreement there are obligations for the customer and Dreamtilt as outlined below –
- You acknowledge the debt and your obligation to repay the debt
- You’ll provide us with enough information for both parties to decide what constitutes a reasonable payment arrangement
- You accept responsibility for reducing your internet / voip phone usage to a level that you are able to pay and you are prepared to take up relevant call barring options to achieve this
- You accept the restricted level of access that we negotiate with you
- You’ll make repayments to us as agreed under the financial hardship arrangement.
- If you experience any further financial difficulty, you’ll tell us immediately and we’ll review your situation.
- We will confirm that you are the person who is legally liable to pay the debt
- We will not take credit management action whilst financial hardship arrangements are being discussed
- If limiting access to services forms part of our agreement with you, we’ll ensure access is limited as agreed and that the limitations are explained
- The arrangements will be ones that you can meet
- We will look at waiving our disconnection and late payment fees
- We will monitor your compliance with the financial hardship arrangement
- We will not change the terms of the arrangement if you are meeting those terms
- We will clearly explain the terms of the payment arrangement to you
- We will ask you to contact us if your situation changes during the term of the arrangement.
- We will be willing and able to review the terms of the financial hardship arrangement if you tell us that your circumstances have changed
- We will make sure you are fully informed of your rights and obligations under the arrangement
Financial Counselling Services
If you are experiencing any difficulties with your financial obligations to Dreamtilt, then You may also wish to discuss your situation with a community financial counselling service.
You can contact Financial Counselling Australia, who can help you find a Financial Counsellor near you, by visiting – www.ndh.org.au/talk-to-a-financial-counsellor/find-a-financial-counsellor
You can also contact Financial Counselling Australia via the National Debt Helpline (available online at www.ndh.org.au) by telephone on 1800 007 007 (9.30am-4.30pm AEST Monday to Friday).
Financial Counselling Australia via the National Debt Helpline can help discuss matters such as what is a situation of Financial Hardship and what are your rights: http://www.ndh.org.au/Debt-solutions/What-is-financial-hardship-and-what-are-your-right
There are also a wide range of community based agencies and non-government organisations which offer free financial counselling services in each state and territory in Australia. These organisations are not affiliated with Dreamtilt, but they might be able to help you.
Australian Communication Media Authority (ACMA) provides guidance about options available for people experiencing financial hardship to stay connected and manage their spending on telecommunications services. Please see the guide regarding telco services during financial hardship at ACMA’s website.
Find Out More
Please email firstname.lastname@example.org, or call us on 1300 306 126.
Your application for financial hardship will be reviewed within 7 business days. Your privacy is our priority If you are facing financial difficulties you may be required to provide some sensitive information, this may include:
- Employment information
- Income details (including any government assistance)
- Debt statements (Bills)
Your privacy will remain our utmost concern. All information will be kept confidential and in accordance with the privacy provisions of the Privacy Act 1988.
If you wish for further review of Dreamtilt’s proposed financial hardship offer, You may contact Dreamtilt’s complaints team and request that a further review take place. You can contact Dreamtilt, to ask that a further review take place by either: email, on-line, by telephone, or by posting us a letter.
Dreamtilt’s contact details are:
Further information regarding Dreamtilt’s Complaint Handling Process can be found by clicking here.