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Payment Assistance Policy

We understand that circumstances and events out of your control can sometimes make it difficult to keep up with regular bills. If you are experiencing financial hardship, you can make a free of charge application for short term or long term assistance.

We can assist on a case-by-case basis, taking your individual circumstances into consideration to develop a sustainable solution.

Financial Hardship Eligibility

Financial hardship refers to a situation where you are unable to discharge your financial obligations under your contract with Pentanet and may include:

  • Personal or household illness;
  • Unemployment or low/insufficient income, including reduced access to income;
  • Being a victim or survivor of domestic or family violence;
  • A change in personal or family circumstances;
  • A family bereavement;
  • Natural disasters;
  • Unexpected events or changes that have impacted income or expenditure; or
  • Other reasonable causes.

How We Can Help

We will work with you to assess whether you are eligible for assistance under this policy. In all cases we will work with you to come to a suitable arrangement that allows you to pay your outstanding charges in a way that does not worsen your financial position.

Considering your individual circumstances, a range of options are available to help you get back on track such as:

  • Payment plans;
  • Reducing your current plan to one that is lower cost for the interim;
  • Restricting your service for the interim;
  • Temporarily postponing or deferring payments;
  • Transferring to a lower-cost contract;
  • Discounting a late payment fee; or
  • Other arrangements.

How to Apply

If you are having difficulties paying for our services, please contact us between 8:30am to 5:30pm Monday to Friday by:

  • Live chat on our website; or
  • Telephone (08) 9466 2670.

Alternatively, you can get in touch with us to start or monitor your application by raising a ticket through our customer portal or by sending an email to: [email protected].

Making a Complaint

If you are not happy with the outcome of your assessment for assistance under our Financial Hardship Policy, you can request a review of that decision or make a complaint by following our Complaints Handling process.

If you remain dissatisfied with the outcome of your complaint following our complaint resolution process, you can contact the Telecommunication Industry Ombudsman (TIO) for independent advice. The TIO may be contacted by phone: 1800 062 058 or online at: www.tio.com.au

Where Can I Find Further Assistance?

We encourage you to contact a financial counsellor in your State to assist you. To be put in touch with a financial counsellor, you can contact the National Debt Helpline on 1800 007 007 or visit their website. https://ndh.org.au/financial-counselling/find-a-financial-counsellor/.

The National Relay Service (NRS) can help you if you're d/Deaf or find it hard to hear or speak to hearing people on the phone.

The Translating and Interpreting Service (TIS National) is an interpreting service provided by the Department of Home Affairs for people with limited English proficiency.

For more information - download a copy of Pentanet's Financial Hardship Policy here.