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Financial Hardship

Last updated 23 November 2023

Zapme Pty Ltd Financial Hardship Policy

Keeping You Connected During Challenging Times

At Zapme Pty Ltd, we understand that life can bring unexpected financial challenges that may affect your ability to maintain prepaid services. We are dedicated to supporting our Australian Customers  only through these difficult times and offering solutions to ensure you stay connected. Our Financial Hardship Policy outlines the options available to you when facing financial difficulties.

What is Financial Hardship

Financial Hardship occurs when unforeseen circumstances impact your capacity to fulfill payment obligations for prepaid services. We recognize that every individual’s situation is unique, and we are here to work with you to find appropriate solutions tailored to your circumstances.

How We Can Assist You

Although our services are mainly pre-paid calls, chat and data, we recognise that instances of financial hardship could occur.  If you find yourself experiencing financial hardship due to reasons such as job loss, illness, family emergencies, or other unforeseen events, we are here to help. We offer the following options to support you:

Options for keeping the customer connected

  1. Restriction of Prepaid service, in respect of overall or specific Prepaid services: We can help you review your current prepaid plan or plans and determine if restricting one or all your current Prepaid plans would help.
  2. Spend Controls: Looking at any monthly spend to see if a cheaper Prepaid service would be a better option.
  3. Low-Cost Interim Options for Prepaid Plan Arrangements: Checking whether your current plan is the most cost-effective solution for you.

Options for suitable financial arrangements

  1. Temporary Service Suspension: In certain cases, we can temporarily suspend your prepaid services if this assists with your financial hardship.
  2. Waiving Cancellation Fees: We may waive fees to alleviate immediate financial burdens.
  3. Transitioning to a Cheaper Prepaid Services: We can explore the possibility of moving you to a cheaper prepaid service, which may offer greater flexibility and cost control.

Initiating the Process

Getting started is simple:

  1. Contact us at Zapme Ltd Pty through one of the following channels:

    1. Accessing tools via zapme.com/hardship
    2. Via our Zapme email, support@zapme.co
    3. Calling us at 1800 560 817  (Monday to Friday, 9:00 am – 5:00 pm ACST)
    4. Sending us a letter via Zapme Pty Ltd, 65 Henley Beach Rd Mile End SA 5031, Australia

  3. During the conversation, we may ask for information about your financial situation. Rest assured that any information you provide will be treated confidentially.

  4. We will assess your situation and propose suitable options within 5 business days. If your request is not feasible, we will explain the reasons and offer an alternative arrangement.

  5. The trained staff member of our Zapme Team will then assess the information given as to whether your issue qualifies for our Financial Hardship Policy. There is no charge for requesting or being a part of the Financial Hardship Policy.

  6. The Financial Hardship arrangement can and will be put into writing should you require a copy of it.

  7. The Zapme Customer Support Officer will give a list of your obligations to you and ensure you understand your rights.

  8. A Customer Support Officer will give the details of when the financial hardship policy takes effect and when it ends.

  9. We will not take adverse credit action against you, that will directly impact your credit score or rating. This would be including debt sale, restarting credit or suspension of credit management action.

  10. Record keeping will be conducted in accordance with our Privacy Policy for the purposes of providing good customer service.

Support Beyond Financial Hardship

If you require additional assistance, various organizations offer free financial counselling and personal support:

– National Debt Helpline: Call 1800 007 007 (Monday to Friday, 9:30 am – 4:30 pm AEST)

– MoneySmart: Visit moneysmart.gov.au for independent financial guidance.

– Wayforward: Visit wayforward.org.au for further independent financial guidance.

Complaints and Feedback

If you are dissatisfied with our response to your financial hardship request, you can submit feedback or lodge a complaint through our official channels. We value your input and aim to continuously improve our support services. Please refer to the Zapme Complaints Handling Policy on how you can put in a formal complaint to our staff.