Financial Hardship & Complaints Handling Policies

Assistance for Financial Hardship

Payment Assistance Policy – Summary    

Field Solutions Holdings Limited is the parent company for the various brands within the group: Field Solutions Group (FSG), TasmaNet, and ANT Communications. Our Payment Assessment Policy (PAP) applies uniformly to all brands falling under the Field Solutions Holdings Limited umbrella.

If you’re in financial hardship, you have a right to apply for short- or long-term financial hardship assistance.  Assistance is free of charge.

What counts as financial hardship?

Financial hardship is when you are having difficulty paying your bills because of things like:

• personal or household illness;
• unemployment;
• low or insufficient income, including reduced access to income;
• being a victim survivor of domestic or family violence;
• a death in the family;
• a change in personal or family circumstances;
• a natural disaster;
• unexpected events or unforeseen changes that have impacted your income or expenditure; or
• other reasonable causes,

but you think you could pay if we had an agreed arrangement for one or more of the financial hardship assistance options we offer.

What assistance options do we offer?

If you’re a financial hardship customer, we may agree to:

• allow you more time to pay a bill
• accept a payment plan tailored to your ability to pay
• discount a bill
• apply a credit to your account
• transfer you to a different product that better suits your circumstances
• offer you a free non-automatic payment method.

How to apply for assistance:

• Apply by filling out an application form, available online below or by calling our help desk on 1300 000 488 or emailing us at support@fieldsolutions-group.com
• If you need help with an application, just call our help desk.

You can complain about financial hardship matters

• You can complain to us – see our Complaint Handling Process here
• If you’re still not happy, you can complain to the Telecommunications Industry Ombudsman (TIO):
• TIO website: com.au
• phone 1800 062 058
• email tio@tio.com.au
• fax 1800 630 614
• post PO Box 276, Collins Street West, VIC 8007

Other places to get help:

You can also get information and advice from:

• TIO – details above; and
• financial counselling services. To find and contact a suitable financial counselling service, visit the Australian Government information page at moneysmart.gov.au/managing-debt/financial-counselling

How to Apply

How we handle complaints

While our goal is to provide exceptional service, we understand that we may fall short at times. If you’re dissatisfied with any aspect of our products or services, we encourage you to refer to our Complaints Handling Policy. Your feedback is essential for us to improve and maintain the high standards we strive for continually.