Zero3 - Payment Assistance

Please find below the payment assistance zero3 has to offer

Zero3 Telecom
Payment Assistance Policy –Summary    

 

1               Battling to pay your telco bill?

If you’re a financial hardship customer, you have a right to apply for short term financial hardship assistance (up to three billing cycles)
or long term assistance (more than three billing cycles).  
Assistance is free of charge.

2               What counts as financial hardship?

Financial hardship is when you can’t pay what you owe us because of things like:
·        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; or
·        other reasonable causes,

but you think you could pay if we had an agreed arrangement for one or more of the financial hardship assistance options we offer.

3               What assistance options do we offer?

If you’re a financial hardship customer, we may agree to:
·        allow you more time to pay a bill  
·        accept a payment plan tailored to your ability to pay  
·        discount a bill
·        apply a credit to your account
·        match payments that you make
·        give you credit in exchange for payments you make
  ·      put controls on you incurring charges e.g. spend controls
·        put restrictions on your service
·        remove non-essential service features, without any cost penalty to you
·        transfer you to a different product that better suits your circumstances
·        adjust internal threshold limits so that you are not disconnected
·        offer you a free non-automatic payment method.

4               How to apply for assistance

Apply by filling out an application form, available online at https://zero3.net.au/paymentassistance or
by calling our helpdesk on 1300 01 03 03 or emailing us at paymentassistance@zero3.net.au.

If you need help with an application, just call our help desk.

5               You can complain about financial hardship matters

(a)           You can complain to us –  see our Complaint Handling Process here (https://zero3.net.au/complaints).

(b)          If you’re still not happy, you can complain to the Telecommunications Industry Ombudsman (TIO):

TIO website: tio.com.au
phone: 1800 062 058
email: tio@tio.com.au
fax: 1800 630 614
post: PO Box 276, Collins Street West, VIC 8007

6               Other places to get help

You can also get information and advice from:
(a)           TIO – details above; and
(b)          financial counselling services.  
To find and contact a suitable financial counselling service, visit the
Australian Government information page at moneysmart.gov.au/managing-debt/financial-counselling

Always been exceptionally helpful and professional.

Mark Collie

Hampton Park Secondary College

Fantastic job carried out by Jason and Adrian installing our updated phone system throughout the school. I highly recommend Zero3. From start to finish everyone at Zero3 has been extremely helpful.

Brenda Smith

Frankston East Primary School

“Thank you to Shaun for his prompt and excellent Service. Our company has been dealing with Zero 3 since 2020. They are extremely professional and happy to assist with all your queries. Great Service, Friendly Staff. Will have no hesitation in recommending this company and look forward to future dealings with them.”

Janis Hofferts

Steve's Car Alarms

The best in the region. Our business has used Zero 3 exclusively for a few years and their after-sales support has always been top notch.

Ramlegh Park Primary School

Chris Destratis

Mark and Shaun have always been friendly approachable and eager to assist and provide solutions on the fly. Have had them as my preferred VoIP provider for the past 7 years in all the schools I worked at. Keep up the good work, boys. Also, Sarah at the reception is amazing to deal with every time.

Tolis Moure

Highvale Secondary College

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