Financial Hardship Policy:

Financial Hardship Policy:

Bordernet may be able to assist customers having genuine financial hardship.

As per The ACIF Credit Management Code, financial hardship is defined as:

A situation where a Customer is unable, reasonably, because of illness, unemployment or other reasonable cause, to discharge their financial obligations under their contract with the Supplier and the Customer reasonably expects to be able to discharge those obligations if payment and/or Service arrangements were changed. Financial hardship can be of limited or long term duration.

Customers should contact Bordernet, as soon as possible if they believe they will have difficulty making their payment. Upon customer request, Bordernet will assess the individual’s eligibility for assistance. Bordernet considers hardship an inability to pay rather than unwillingness to do so. Hardship may result from a number of scenarios including:

· Loss of employment

· Family breakdown

· A death in the family

· Natural disaster

Bordernet have trained staff within their Accounts and Management team to assess eligibility for Financial Hardship. Documentation may be requested when assessing circumstances. Bordernet may be able to assist in several ways including:

  • Payment plans to reduce the outstanding amount
  • Suspension of credit escalation procedures whilst the payment plan is in operation.

Any financial arrangements entered into need to be sufficient to cover expected future use of the service as well as providing continued reduction of debt at a reasonable level.

To find out more please contact 1300 730 302 during the Accounts department hours 8.30am-5.00pm (AEST).

Alternatively send correspondence via email to or via post to Accounts-Financial Hardship PO Box 1036 Southport Business Center QLD 4215