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The TIO, Australian telcos and consumer representatives have worked together to develop principles to guide a best practice approach by the industry to dealing with customers in financial hardship.

Managing situations where a customer is in financial hardship effectively and appropriately is not only potentially good for the telco’s business, it is the right thing to do. Responding to Customers in Financial Hardship: Principles and Practices for Telecommunications Providers was published in June 2014. The purpose is to allow customers in financial hardship to stay connected to essential telecommunications while helping them pay their bills.