When assessing your eligibility for Financial Hardship, we may ask you to provide certain documents such as:

• A statutory declaration or official written communication from a person or support group that is familiar with your circumstances,

• Evidence that you consulted a recognised financial counsellor,

• A statement of your financial position.

we may not be able to make an assessment of your circumstances if you do not provide us with the requested information. We may use the information you provide as well as other information available to make an assessment. Once we have received all required information, we will let you know within 7 working days whether you are eligible for assistance under my Financial Hardship Policy. If you are eligible, we will work with you to come to an arrangement that allows you to pay your outstanding charges in a way that does not worsen your financial position. Where appropriate we will discuss means with you how to limit your spend (this may include barring some service features) during the time of our arrangement and thereafter. Once we come to an agreement, we will put this in writing via email to you. You must inform us if your circumstances change (for better or for worse) during our arrangement. We will not charge you for assessing your Financial Hardship circumstances or for administering the matter.