Financial Hardship Policy

Our Policy

At C9 GROUP, we understand that sometimes events beyond your control can make it difficult to pay your bills. We are committed to working with our customers to help them manage their financial obligations and maintain their essential communication services.

This policy is designed to provide a framework for assisting customers who are experiencing genuine financial hardship.

Eligibility

Financial hardship involves a situation where a customer is unable to meet their financial obligations to C9 GROUP, but expects to be able to do so if a flexible payment arrangement is implemented.

Hardship can be caused by various factors, including:

• Loss of employment or business downturn.
• Illness or family breakdown.
• Natural disasters (fire, flood, etc.).
• Other unexpected life events.

How to Apply

If you are experiencing financial hardship, we encourage you to contact us as soon as possible. To assess your application, we may ask for some information, such as:

• Details of your current financial situation.
• The amount you can afford to pay toward your balance.
• The expected duration of the hardship.

You can apply by calling our Billing Team or by emailing Sales@c9group.com.au with Financial Hardship Application in the subject line.

Available Support Options

We offer several options to help customers manage their accounts during difficult times:

• Payment Plans: Agreeing on a schedule of smaller, more frequent payments.
• Spend Limits: Placing limits on certain services to prevent further debt.
• Service Downscaling: Moving to a lower-cost plan temporarily.
• Late Fee Waivers: Waiving late payment fees for eligible customers.

Contact Our Support Team

Our team is trained to handle hardship applications with sensitivity and confidentiality.

C9 Billing & Hardship Team

Telephone: 1300 000 299
Email: Sales@c9group.com.au
Hours: 9:00 AM – 5:00 PM AEST (Monday to Friday)