At OnePass mobile, we are committed to helping customers facing financial hardship maintain telecommunications access and working with them to find a sustainable solution. We understand that financial difficulties can arise for various reasons, such as loss of income or property, unexpected illness or injury, changes in family circumstances, or natural disasters like, bushfires, floods, earthquakes, or droughts. Whether you need short-term assistance or ongoing support, we’re ready to help.
The purpose of this Policy is to outline OnePass mobile’s commitment to identifying, informing, supporting, and interacting with financial hardship customers in accordance with the Telecommunications (Financial Hardship) Industry Standard (2024) (the Standard).
The goal of this Policy is to prioritise keeping customers experiencing financial hardship connected. Disconnection will only be used as a measure of last resort.
Under the Standard, financial hardship occurs when:
a) a customer finds themselves unable to pay an amount that they owe OnePass mobile under their consumer contract due to one of the following circumstances:
b) the customer also believes that they will be able to discharge their obligation to pay an owed amount if they enter into an arrangement for either short or long-term payment assistance from OnePass mobile, where this suits their personal situation.
While OnePass mobile customer do not incur debts, we will always support customers that pay by rolling direct debit or auto-renew subscription style arrangements.
All customers have a right to apply for financial hardship assistance, and assistance options under this policy are free of charge to use.
As a month-to-month prepaid subscription service you don't need to worry about bills or debt. If you’re struggling to make payments, OnePass mobile offers the following options for payment assistance to eligible customers and to customers in general:
We work closely with external organisations including financial counselling organisations, charities and social services to help strengthen our understanding and provisions for financial hardship customers and to connect our customers with broader support options available to them.
We ensure appropriate consent is obtained before sharing any customer information with external organisations unless we reasonably consider there is an immediate risk to your safety.
You can access independent financial advice, counselling and support from external organisations including:
You can make an application for payment assistance by getting in contact with us via:
OnePass mobile business hours are:
The following applies to applications:
Applications may be dealt with on first contact with our team, and within 2-5 business days for email and complex applications.
Information customers will need to provide
We will need to identify you and via our multi-factor authentication process so that we can be sure we are talking to the correct account holder. You should have your account and identification information readily available when making an application.
Additional information we may request
In order to adequately assess your application we may require information about your income, your total expenses, as well as the nature and expected duration of your financial hardship. We may also request that you send us additional information or documentation.
Eligibility for Payment assistance
You are eligible for payment assistance if your situation meets the definition of financial hardship above and wish to access the payment assistance options we provide.
How we assess applications
We will follow these steps when we assess and process your application:
If you are not satisfied with how we handle your complaint you can contact the TIO to escalate the complaint.
At OnePass mobile we recognise the rights of our customers and former customers to make complaints and to have any proposed resolution of their complaints accepted by them before OnePass mobile implements that resolution.
If you are not happy with our products or services, we would like to know. To make a complaint, call us on 1300 222 825 - or submit in writing online at https://onepassmobile.com.au/home/page/legals-complaints.
If you wish to obtain a hard copy of the OnePass mobile Complaints Handling Policy, please contact our friendly customer service team and let us know your preferred postal address and we will be happy to send you a copy in the mail.
You can also make a complaint to the TIO here: https://www.tio.com.au/ and via phone here: 1800 062 058 if unsatisfied with the way we have handled your complaint.
Making a complaint to us or the TIO will not prevent you from agreeing to a payment assistance arrangement with us.