1. Our Commitment
Businesses go through difficult periods. A lost major customer, an illness, a natural disaster or a sudden change in trading conditions can all make paying bills harder for a while. If that happens to you, we want to help you stay connected.
- We treat every hardship request confidentially, respectfully and without judgement.
- Asking for help will not affect the quality of service you receive from us.
- We assess every request on its own facts, and we assess it quickly.
- We will work with you to find an arrangement you can realistically meet.
- We will not disconnect a service while we are genuinely working through a hardship arrangement with you.
The most important thing is to contact us early
The sooner you talk to us, the more options we have. Call 1300 747 266 and ask for the accounts team, or email hardship@sipconnect.com.au. One conversation is usually all it takes to get an arrangement in place.
This policy reflects the financial hardship obligations in the Telecommunications Consumer Protections (TCP) Code and applies to our small business and eligible customers.
Back to top ↑2. Eligibility
Financial hardship means you want to pay your bill, but you are temporarily unable to. It is different from simply choosing not to pay.
2.1 Circumstances we commonly see
- Loss of a major customer or a significant fall in revenue.
- Illness, injury, or the death of an owner or key person.
- Natural disaster, fire, flood or storm damage affecting your premises.
- A major unexpected expense, or a delayed payment owed to you.
- Family or relationship breakdown affecting an owner-operated business.
- A change in trading conditions outside your control.
2.2 Who can apply
Any SIP Connect customer can ask for assistance. An authorised representative can apply on your behalf — for example your accountant, bookkeeper or a financial counsellor — with your written authority.
2.3 What we assess
We look at whether your difficulty is genuine and temporary, whether an arrangement would realistically let you meet your obligations, and what assistance would be most useful. We do not require you to prove hardship in an onerous way.
Back to top ↑3. Available Assistance
The assistance below can be used on its own or in combination. We will discuss which options suit your situation.
| Type of assistance | How it works |
|---|---|
| Payment plan | Your outstanding balance is spread over an agreed number of instalments that you can meet. |
| Payment extension | A short deferral of a due date — often all that is needed when a payment owed to you is late. |
| Temporary suspension of late fees | We stop applying late payment administrative fees while an arrangement is in place. |
| Restricted or reduced service | We adjust your service — for example limiting international or premium dialling — to reduce ongoing charges. |
| Plan review | We review whether a different plan or configuration better fits your current call volumes and needs. |
| Spend controls | We apply controls that help you avoid unexpected usage charges while you recover. |
| Waiving or reducing a charge | Considered case by case, for example where a one-off charge is the barrier to getting back on track. |
| Debt recovery pause | We hold credit management activity while an arrangement is being assessed or is being met. |
Keeping your business connected
Where at all possible we will keep your inbound calling working, so your customers can still reach you while you get back on your feet.
4. Payment Arrangements
A payment arrangement is a written agreement about how and when you will pay. We design it around what you can afford.
- We agree the instalment amount, frequency and duration with you.
- We confirm the arrangement in writing, including what happens to your services while it runs.
- We do not charge a fee for setting up an arrangement.
- You can pay more than the agreed amount, or pay the balance out early, at any time.
- If your circumstances change again, contact us and we will revise the arrangement.
4.1 If you cannot meet an instalment
Tell us before the instalment is due. Missing a payment is not the end of the arrangement, and we will look at revising it. Where an arrangement is missed repeatedly without contact, we may end it — and we will write to you first, explaining what happens next and how to ask us to reconsider.
Back to top ↑5. Assessment Process
Our process is deliberately simple and fast.
| Step | What happens | Timeframe |
|---|---|---|
| 1. You contact us | Call 1300 747 266 or email hardship@sipconnect.com.au. Tell us you would like to discuss financial hardship assistance. | Any time |
| 2. We acknowledge | We confirm we have received your request and tell you who is handling it. | Within 2 Business Days |
| 3. We discuss your situation | A short conversation about what has happened, your services, and what you can realistically pay. | Same or next Business Day |
| 4. We may ask for information | Only what we genuinely need — for example a statement of your position, or a letter from your accountant or a financial counsellor. | As agreed with you |
| 5. We decide | We tell you our decision and the assistance we can offer. | Within 5 Business Days of having the information we need |
| 6. We confirm in writing | The arrangement, the amounts, the dates and the effect on your services. | Within 2 Business Days of the decision |
5.1 If we cannot approve your request
We will explain why in writing, tell you what alternatives are available, and tell you how to ask for a review or take the matter to the Telecommunications Industry Ombudsman. A declined request does not stop you applying again if your circumstances change.
Back to top ↑6. Your Responsibilities
For an arrangement to work, we need a few things from you.
- Contact us as early as you can — before an account falls a long way behind.
- Give us accurate information about your situation.
- Make the agreed payments, or contact us before a payment is due if you cannot.
- Keep your usage within any agreed limits while the arrangement is running.
- Tell us if your circumstances change, for better or worse.
- Keep your contact details up to date so we can reach you.
7. Review Process
If you disagree with a decision about hardship assistance, ask us to review it. A senior manager who was not involved in the original decision will take a fresh look.
- We acknowledge a review request within two Business Days.
- We complete the review within 10 Business Days.
- We give you the outcome and the reasons in writing.
- We pause credit management activity while a review is under way.
8. Escalation Path
- Speak to our accounts team on 1300 747 266 — most matters are resolved here.
- Ask for the matter to be escalated to a senior manager for internal review.
- Contact the Telecommunications Industry Ombudsman on 1800 062 058 or at tio.com.au for free, independent dispute resolution.
8.1 Free financial counselling
Independent financial counsellors provide free, confidential advice to small businesses and individuals. The National Debt Helpline can be reached on 1800 007 007 or at ndh.org.au. The Australian Government's Small Business Debt Helpline offers free advice to small business owners on 1800 413 828.
We work with your adviser
If you are working with a financial counsellor or an accountant, we are happy to deal with them directly once you have authorised it. It often makes the process faster and easier for you.
9. Privacy and Confidentiality
Information you give us about your financial circumstances is handled under our Privacy Policy. It is used only to assess and manage your hardship arrangement, it is accessible only to the staff who need it, and it is never used for marketing.
Back to top ↑10. Contact Information
| How to reach us | Detail |
|---|---|
| Financial hardship assistance | hardship@sipconnect.com.au |
| Accounts and billing | accounts@sipconnect.com.au |
| Phone | 1300 747 266 |
| Postal address | Level 4, Suite 2, Greensborough Plaza, 25 Main St, Greensborough VIC 3088 |
| National Debt Helpline | 1800 007 007 | ndh.org.au |
| Small Business Debt Helpline | 1800 413 828 |
| Telecommunications Industry Ombudsman | 1800 062 058 | tio.com.au |
Frequently Asked Questions
Will asking for help affect my services?
No. We will not disconnect a service while we are genuinely working through a hardship arrangement with you, and asking for assistance will not change how we treat you.
Do I need to prove my situation?
Usually a conversation is enough. If we do need supporting information we will ask for the minimum required — for example a short statement or a letter from your accountant or financial counsellor.
How quickly will I get an answer?
We acknowledge your request within two Business Days and decide within five Business Days of having the information we need.
Can I pay off my arrangement early?
Yes, at any time and without penalty.
What if I miss an instalment?
Contact us before it is due. Missing one payment does not automatically end an arrangement — we will look at revising it with you.