Financial hardship
At felix Mobile, we understand that life can take unexpected turns. If you're facing financial hardship, we're here to help.
It is free to make an application or enter any financial hardship arrangement. Our customers have the right to apply for short term or long-term assistance whenever they need.
Our priority is to keep you connected, with disconnection being a measure of last resort.
What is financial hardship?
Financial hardship can happen for many reasons including loss of income, personal or household illness, change in family circumstances, or because of natural disasters.
felix Mobile considers financial hardship to be a situation where a customer is, or may be, unable to discharge their financial obligations owed to us or is experiencing other financial difficulties, and that customer or organisation considers they can discharge their financial obligation to us if an agreed arrangement for financial hardship assistance is implemented by us.
What are my options?
Some solutions we offer include:
- Tailored support to help manage your budget
- Temporarily postponing or extending a recharge
- Moving you to a lower cost plan (if available)
- Applying discounts to your service
- Applying credits to your service
- Manual payment
How can I get help?
At felix Mobile, we understand that financial worries can be stressful and confronting, and we expect all staff to act with compassion and empathy whilst still managing to meet business requirements. To make an application and for assistance or to monitor your application, you can contact our digital care agents via chat, 8am – 8pm weekdays and 9am to 6pm weekends and public holidays, AEST.
Our dedicated digital care team will work with you to understand your situation and offer suitable option(s) on the chat. If you agree, we will set this up for you immediately. The arrangement will commence once you have indicated to us that the arrangement is agreed to. If we determine you are not eligible, we will inform you immediately.
If your circumstances change during the term of the arrangement, you must inform us within 14 days of the change in your situation. We will review your arrangement accordingly.
Where can I get further help?
The National Debt Helpline offers professional counsellors who can offer free and independent advice.
At felix Mobile, we are committed to providing accessibility for all customers whether that be the way you contact us or the products we develop.
If we cannot reach an agreed outcome, you can lodge a complaint.
If you’d like to seek a review or lodge a complaint, you can contact us.
Alternatively, you can make a complaint or contact the TIO for support and advice.
For more information, please download our Financial Hardship Policy PDF.
To view PDF files, install Adobe Reader on your computer, tablet or smartphone.
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