financial hardship policy

This policy outlines the standards that MOVOX will adopt when dealing with customers who do not have the capacity to pay a bill due to financial hardship.


MOVOX’s Financial Hardship Policy aims to:

(a) treat all customers in confidence, with fairness and compassion within statutory and commercial business constraints;

(b) assist customers in meeting their financial obligations and responsibilities to us and proactively manage their accounts;

(c) offer options to meet individual customer needs;

(d) allow for a continuance of the relationship between MOVOX and the customer; and

(e) Fulfil the requirements of the Telecommunications Consumer Protections (TCP) Code in regards to Customer Financial Hardship


The Telecommunications Consumer Protections Code C628:2019 defines Financial Hardship as a situation where a customer is unable to discharge their financial obligations in relation to our services but where the customer expects to be able to do so over time if payment arrangements are changed.

Financial hardship can arise from a variety of situations and can be for a limited or long term duration.

Hardship can result from a number of factors including:

(a) loss of employment by you or family member;

(b) family breakdown;

(c) illness including physical incapacity, hospitalisation, or mental illness of you or family member;

(d) a death in the family;

(e) excessive use of the service by customer (e.g. use of 190X numbers, GPRS or data roaming);

(f) use of the service by a third party leaving the customer unable to pay the account; or

(g) natural disaster;

(h) other factors resulting in an unforseen change in your capacity to meet payment obligations, whether through a reduction of income or through an increase in non-discretionary expenditure.


In order for us to apply this policy you must satisfy us that you are experiencing financial hardship in the meaning of the above definition.

To assess your eligibility for Financial Hardship you will need to complete a Financial Hardship Application and provide supporting documents such as:

(a) evidence that you lost employment;

(b) a statutory declaration or official written communication from a person or support group that is familiar with your circumstances;

(c) a statement of your financial position; and

(d) a medical certificate

Our assessment of an application may be based on the information you provide or other information available to us.

If the information you provide is not sufficient for us to make an assessment, we will notify you and advise what other information is required.

Once we receive all required information, we will let you know within 7 working days whether you are eligible for assistance under our Financial Hardship Policy.
Customers who have chosen to transfer all of their services to another provider but still have an outstanding balance with us are ineligible for participation in our Financial Hardship Program.


Once we agree that you are experiencing Financial Hardship, We may at our discretion agree to a temporary financial arrangement which is different to the terms which ordinarily apply to you.

The basic principle of any agreed financial arrangement for Financial Hardship is that the repayment made by you 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) as well as providing continued reduction of debt at a reasonable level.

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.


You can talk to a phone financial counsellor from anywhere in Australia by ringing 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

You may ask us to deal with a counsellor on your behalf. In order for us to speak to a counsellor, you must be present, or we must have received prior authority from you to speak with you counsellor on their behalf. Please contact us for further information.


You can contact MOVOX by:

(a) calling 1800 100 800 between 9.00 am and 5.00 pm (AEST) Monday to Friday; or

(b) writing to us by completing the form on our Contact us page