Financial Hardship
How Dreamtilt can help during financial hardship
Financial Hardship Policy
Dreamtilt understands that there may be times when you may have trouble paying your bills for a variety of reasons. If you are facing financial hardship, we’re here to help you and work with you to find a sustainable solution. We provide payment plans or other support like spend controls, service restrictions, temporary plan downgrades, individual financial arrangements and/or waiving late fees, depending on your circumstances. Financial hardship assistance is free of charge and is a right to all customers. For the full details on our financial hardship policy, click here.
Customers Experiencing Financial Hardship
Customer hardship can arise from a variety of situations, and can be either limited duration or long term.
Financial hardship refers to a situation where:
a) you are unable to discharge your financial obligations to us due to 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 income or expenditure;
or - other reasonable causes; and
b) you consider that you will be able to discharge those obligations if an agreed arrangement for financial hardship assistance is implemented.
Contact us
If you are experiencing difficulty with your financial obligations please contact us by:
Phone: 1300 306 126
Email: admin@dreamtilt.com.au
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)
The Process
When assessing your eligibility for Financial Hardship, we may ask you to provide certain documents.
If you are a victim survivor of domestic violence or family violence, you are not required to provide evidence to support applications for financial assistance.
Once we received we will let you know within 5 working days whether you are eligible for assistance.
Financial Counselling Services
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 or via the National Debt Helpline on 1800 007 007 (9.30am-4.30pm AEST Monday to Friday).
Find Out More
You can see the full detail of our financial hardship policy by clicking here. To download our Financial Hardship Application form, click here.
Further Review
If you wish to review the outcome of a financial hardship assessment you can do so through our complaints process.
Further information regarding Dreamtilt’s Complaint Handling Process can be found by clicking here.
If you are still not happy with the outcome of your complaint after following our dispute resolution process, you can contact the Telecommunications Industry Ombudsman (TIO) for independent mediation. The TIO can be contacted by calling 1800 062 058 or visiting the TIO website at tio.com.au/making-a-complaint.
Making a complaint does not prevent you from agreeing to an arrangement for financial hardship assistance.
Calling Dreamtilt with a Hearing or Speech Impairment
If you have a hearing or speech impairment, you can call us via the National Relay Service:
TTY users: Call 13 36 77, dial 0, then ask for 1300 306 126
Speak and Listen users: Call 1300 555 727 then ask for 1300 306 126
Internet relay users: Visit the NRS website (https://nrschat.nrscall.gov.au/nrs/internetrelay) and enter 1300 306 126
Translation into Different Languages
If you require this policy translated, you can contact the Translating and Interpreting Service (TIS National) via their website here – https://www.tisnational.gov.au/ or call them on 13 14 50
