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Financial Hardship Assistance Policy

If you are experiencing genuine financial hardship, AAPT is committed to providing you with access to flexible repayment arrangements, taking into account your individual situation. We will not charge you for this service.

Definition of Financial Hardship

AAPT defines financial hardship 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.

Identification of Financial Hardship

AAPT identifies financial hardship as a genuine inability to meet your financial commitments, rather than an unwillingness to do so. Financial hardship can result from a number of factors including, but not limited to:

  • loss of employment by the customer or a family member;
  • family breakdown;
  • illness, including physical incapacity, hospitalisation, or mental illness of the customer or a family member;
  • a death in the family;
  • abuse of the service by a third party leaving the customer unable to pay the account; or
  • a natural disaster.

Financial Hardship Arrangements

If you request, we will assess your eligibility for financial hardship assistance. In order to understand your individual circumstances, we may ask you to provide supporting documentation.

Your assessment will be reviewed by our credit team within 7 business days.

If you are eligible for financial hardship assistance we will agree with you a reasonable financial arrangement. The basic premise of any agreed financial arrangement is that repayment should be sufficient to cover expected future use of the service (as adjusted to ensure your financial position does not worsen over a reasonable period of time) as well as providing continued reduction of debt at a reasonable level (i.e. you should not be going into further debt under the arrangement).

Assistance from Financial Councellors

You may wish to consider obtaining advice on your financial situation from a community financial counsellor or from a community welfare service.  Organisations you can speak to are listed below. AAPT is not affiliated with these organisations and is not responsible or liable for any information or advice you receive from them.

Credit and Debt Hotline: 1800 808 488

Financial Counsellors' Association of New South Wales: 1300 914 408

Care Financial Counselling Service: 02 6257 1788

Salvation Army Moneycare: 02-6247 3635

Uniting Care Wesley Adelaide 08 8202 5180
referral to a financial counsellor

South Australian Financial Counsellors Association:

Financial Counselling Hotline: 1800 007 007

Financial Counsellors Association of Western Australia: 08 9325 1617

Financial Counsellors Association of Queensland: 07 3321 3192
referral to a financial counsellor

Financial First Aid: 1300 370 255
phone financial counselling service
Alternatively visit www.financialcounsellingaustralia.org.au for more information.

Assistance from AAPT

If you would like to find out more about AAPT’s financial hardship assistance policy, please contact us:
By phone: 1800 188 682 (9am – 5pm (AEST) Mon - Fri)
By email: financialassistance@aapt.com.au