Financial Hardship occurs when a customer is unable to meet their financial obligations related to our services due to a reasonable, temporary, or ongoing cause. However, the customer expects to be able to fulfill these obligations over time if payment arrangements are adjusted. 

At Telsim, we recognize that unexpected financial challenges can arise, and we are here to support our customers during these difficult times. Our Financial Hardship Policy offers temporary relief and assistance, and we are committed to helping you navigate through financial difficulties. 

Whether the hardship is short-term or long-term, we will work with you to find a solution. Our goal is to ensure that customers facing financial hardship can continue to access telecommunications services while we collaborate to find a sustainable plan. The assistance we provide will depend on your specific circumstances, and we handle each case individually. 

If you are experiencing difficulty paying for our services, we encourage you to reach out to us. You can contact us at 0800 835746  to discuss your Financial Hardship matters. For more information on our support hours and other ways to contact us, please visit our Contact Us page. You can also schedule an appointment through the calendar on the page and include any specific requirements in the notes. 

When assessing your eligibility for Financial Hardship, we may request supporting documentation. However, this will typically not be required unless: 

• It appears the financial arrangement will need to be long-term. 

• Telsim deems the amount to be paid as large or significant. 

• You have been a customer for a short period of time. 

• Telsim reasonably believes there may be a risk of fraud. 

If you meet one of these criteria, we may request certain documents, such as: 

• A statutory declaration or official written communication from a person or support group familiar with your situation. 

• Evidence of consultation with a recognized financial counsellor. 

• A statement outlining your financial position. 

• We may not be able to assess your circumstances if you fail to provide the requested information. We will use the information you provide, along with any other available information, to make our assessment. Once we have received all the necessary information, we will notify you within 5 working days whether you are eligible for assistance under our Financial Hardship Policy. 

• If you are eligible, we will work with you to establish a payment arrangement that helps you settle your outstanding charges without further exacerbating your financial situation. If applicable, we will discuss options to limit your spending, which may include restricting certain service features, both during and after the arrangement period. 

• Once we have reached an agreement, we will confirm the details in writing via letter or email. You have the right to request a written summary of the agreement. It is important that you inform us if your circumstances change, whether for the better or worse, during the arrangement. 

• Please note that we will not charge you for assessing your Financial Hardship situation or for managing the arrangement.