Financial Hardship (Payment Assistance) Policy Summary

Keeping you connected during challenging times

We are committed to doing everything we can to keep customers experiencing financial hardship connected.

Financial hardship policy

Download our full Financial Hardship (Payment Assistance) Policy

Understanding financial hardship

Financial hardship can affect any of us, often at times when we least expect. If you're unable to make a payment to VoIPcloud due to one of the following circumstances, you may be experiencing financial hardship:

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
other reasonable causes

How can we help?

If you’re experiencing financial hardship, you have a right to apply for short or long-term assistance. If your eligible for assistance, VoIPcloud will work with you to agree a solution that is realistic, appropriate, and tailored to your situation.

Depending on your circumstances, options for assistance that we have available include:

spend controls
service restrictions and temporary plan downgrades at no cost, in respect of overall or specific services
payment plans
temporarily postponing or deferring payments
agreeing on an alternative payment arrangement
discussing and transferring to pre-paid service
discounting or waving of debt
waiving of late payment fees and cancellation fees

Starting the process

We’ll always try to find a solution to meet your needs. To fully understand your situation, we may ask questions about your circumstances or request supporting documentation. As each customer’s circumstances are unique, we'll only ask for information that is relevant to your application and treat it as strictly confidential.

Applying for assistance is free, you can start an application by contacting VoIPcloud:

Phone: 03 9067 7700
Email: support@au.voipcloud.online
Operating hours: Monday to Friday 9:00 am - 5:30 pm Australian Eastern Time (excluding public holidays in Victoria)