Voipex is committed to providing you with flexibility when it comes to paying your bills because we recognise that sometimes unforeseen events in your life may affect your ability to pay us for services you have used.
To be eligible for assistance you must be temporarily experiencing genuine financial hardship due to unforeseen circumstances. Customers who are only seeking to defer payment will not be eligible.
In order to assess applications for assistance we may require you to provide things like medical certificates, evidence of termination of employment or evidence of new employment and potential future income. We accept all supporting documentation by the following methods:
PO BOX 544
Kotara NSW 2289
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.
If you are facing financial difficulty, you may wish to consider obtaining advice from a community financial counsellor in your area.
You can talk to a phone financial counsellor from anywhere in Australia by ringing the National Debt Helpline on 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 https://www.moneysmart.gov.au/managing-your-money/managing-debts/financial-counselling