Financial Hardship Policy

Last updated: June 2026 · Hermes Telco Pty Ltd ABN 98 695 867 200

1. Our Commitment

Hermes Telco is committed to helping customers who are experiencing financial hardship. We understand that circumstances can change and we will work with you to find a solution that allows you to maintain access to essential telecommunications services.

2. What is Financial Hardship?

Financial hardship occurs when a customer is unable to meet their payment obligations due to circumstances beyond their control, including but not limited to:

  • Unemployment or reduced income
  • Serious illness or injury
  • Death of a family member
  • Natural disaster
  • Domestic violence
  • Other unexpected financial difficulty

3. How to Apply

If you are experiencing financial hardship, please contact us as soon as possible:

We will respond within 2 business days of receiving your request.

4. What We Can Offer

Depending on your circumstances, we may be able to offer one or more of the following:

  • Payment extensions or deferrals
  • Payment plan arrangements
  • Temporary service modifications to reduce costs
  • Waiver or reduction of late payment fees
  • Transfer to a lower cost plan
  • Temporary suspension of service without cancellation fees

5. What We Need From You

To assess your application we may ask you to provide:

  • A brief explanation of your circumstances
  • Your preferred payment arrangement
  • Supporting documentation where relevant (optional)

All information provided will be treated confidentially in accordance with our Privacy Policy.

6. During the Assessment

While we are assessing your hardship application, we will not:

  • Suspend or cancel your service without prior notice
  • Refer your account to debt collection
  • Charge additional late fees

7. External Assistance

If we are unable to reach an agreement, you may contact the Telecommunications Industry Ombudsman (TIO):

You may also seek assistance from a financial counsellor. Contact the National Debt Helpline on 1800 007 007 (free call, Mon–Fri 9:30am–4:30pm).

8. Policy Review

This policy is reviewed annually and updated to reflect changes in the Telecommunications Consumer Protections (TCP) Code and relevant legislation.