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 know financial stress can be challenging. Our team is expected to respond with empathy while balancing business needs. To apply or check your application, contact our digital care agents via chat 8am – 8pm weekdays and 9am to 6pm weekends and public holidays, AEST or email paymentassistance@felixmobile.com.au.
Our Care team will assess your situation and offer suitable options during the chat. If you agree, we’ll set it up immediately. • For email requests, we’ll assess your application within 5 business days of receiving all required information.
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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