Financial Hardship Policy

We understand that our customers may from time to time experience financial hardship that can make it difficult to pay their bills. Bordernet has a Financial Hardship Policy that’s designed to alleviate pressure on the customer and to ensure, as far as possible, that our bills are paid and the service is maintained.

Financial Hardship is a situation where a residential or small business customer is unable to pay for the services that they have purchased from us due to a reasonable cause, and the customer reasonably expects to be able to pay for their services if payment or service arrangements are changed.

Our Financial Hardship Policy is compliant with the Telecommunications Consumer Protection Code (TCP Code) and applies to our residential and small business customers who are temporarily experiencing genuine financial hardship due to unforeseen circumstances. We do not charge a fee for assessing, implementing or monitoring a Financial Hardship agreement.

You can download a copy of our Financial Hardship Policy by clicking the button below. You’ll see that the first page has details on how to contact our Financial Hardship Officer or delegate.


Download our Policy