Financial Hardship Policy

At Localpref, we recognise that financial challenges can arise unexpectedly, affecting your ability to meet payment obligations. Our Financial Hardship Policy is designed to provide support during such times, ensuring you remain connected to our services.

Understanding Financial Hardship

Financial hardship occurs when you’re unable to meet your financial commitments due to circumstances such as:

  • Illness or injury
  • Unemployment or reduced income
  • Family or domestic violence
  • Bereavement
  • Natural disasters
  • Other unforeseen events impacting your financial situation

If you believe that, with assistance, you can meet your obligations, we encourage you to reach out.

Available Support Options

Depending on your individual circumstances, we may offer:

  • Payment Plans: Customized schedules aligning with your financial capacity.
  • Bill Adjustments: Postponing, extending, or deferring payment deadlines.
  • Service Modifications: Transitioning to plans that better fit your current needs or applying service restrictions to manage costs.
  • Fee Waivers: Removing late fees or other charges where appropriate.

All assistance under this policy is provided free of charge.

How to Apply for Assistance

To discuss financial hardship support, please contact us through one of the following methods:

  • Email: hardship@localpref.com.au
  • Live Chat: Accessible via our website during business hours.
  • Phone: Call us at 08 9465 2710 between 9:00am – 5:00pm AWST Monday to Friday

Our dedicated team will work with you to assess your situation and determine the most suitable form of assistance.

Financial Counselling Services

For independent advice, you can contact the National Debt Helpline at 1800 007 007 or visit their website at ndh.org.auto find a financial counsellor near you.

Dispute Resolution

If you’re dissatisfied with the outcome of your financial hardship assessment, you can lodge a complaint through our Complaints Handling Process. Should the issue remain unresolved, you may contact the Telecommunications Industry Ombudsman (TIO) at 1800 062 058 or visit tio.com.au for further assistance.

At Localpref, our priority is to support you through challenging times and ensure continuous access to our services.