Financial Hardship Policy

This policy outlines the financial hardship assistance options available to the customer who is experiencing financial hardship. Trinity Telecom recognises that it is has an obligation to provide assistance to those customers who do not have the capacity to pay their account due to unforeseen or extenuating circumstances.

Financial hardship can occur from a range of varying circumstances. Hardship can be either short-term or long-term. Some of the common causes of hardship include, but are not limited to;

• Loss of employment of the customer or family member
• Family breakdown
• Illness, including physical incapacity, hospitalisation, or mental illness of the customer or family member
• A death in the family
• Other factors resulting in unforeseen change in the customer's capacity to meet their payment obligations, whether through a reduction in income or through an increase in non-discretionary expenditure.