M I L A V O

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Financial Hardship Policy – Milavo

Facing Financial Difficulty Life can sometimes bring unexpected challenges that impact your ability to meet financial obligations, and at Milavo, we understand that. We’re here to support you during these times and ensure you maintain access to our telecommunication services.

Our Definition of Financial Hardship Milavo adheres to a recognised definition of financial hardship, as outlined in the Telecommunications Consumer Protections Code C628:2019. Financial hardship is described as a situation where a customer is temporarily or persistently unable to meet their financial obligations related to our services. We understand that these difficulties may be caused by various reasons, such as the loss of employment, family breakdown, illness, family bereavement, or other reasonable causes.

Our Commitment to Help We are committed to working with you on a case-by-case basis to find a sustainable solution during times of financial hardship. Our intention is to help you navigate through these challenging circumstances. We aim to adjust payment arrangements and service terms to assist you in resolving your financial challenges.

Identifying Financial Hardship We define financial hardship as a genuine inability to pay bills rather than a refusal to do so. To determine if you are experiencing financial hardship, we will evaluate your individual situation at our sole discretion. Providing third-party evidence, such as reports from financial counselors, banks, or Centrelink, can assist us in confirming your financial hardship status. We also encourage you to involve a financial counselor to represent you in discussions with us.

Financial Arrangements If we agree that you are experiencing financial hardship, we may establish a temporary financial arrangement tailored to your specific circumstances. The primary objective of this arrangement is to ensure that your repayment covers expected future service usage while reducing debt over a reasonable period.

We’re Here to Assist If you believe you are facing financial hardship or have any questions about this policy, please don’t hesitate to reach out to our friendly team at 1300 313 100, Monday to Friday between 10 am and 5 pm. We are here to help you during these challenging times.

For additional contact details and information, please contact us directly.