Australian Financial Hardship Policy

Effective Date: 18.07.2024

1. Introduction

TP Operations Australia Pty Ltd (hereinafter referred to as “1GLOBAL”) understands that unfortunate circumstances may arise that affect a customer's ability to pay for services provided by 1GLOBAL. As such, 1GLOBAL has a Financial Hardship Policy in place to assist such customers.

This policy provides affected customers with different options aimed at allowing them to continue using 1GLOBAL services. It is designed to comply with the Telecommunications (Financial Hardship) Standard 2014.

2. Circumstances Covered

This policy applies to the following situations:

• Loss of employment of the customer or a family member.

• Family breakdown.

• Illness, including physical incapacity, hospitalization, or mental illness of the customer or a family member.

• A death in the family.

• Other factors resulting in an unforeseen change in the customer's capacity to meet their payment obligations, whether through a reduction in income or an increase in non-discretionary expenditure.

3. Assistance Options

Our dedicated staff will work with affected customers to find a solution. Solutions may include:

• Call barring.

• Reconnection of a service with restricted access.

• Offer of a pre-paid service.

• Recommending the cancellation of content subscription services billed via the telecommunications account (e.g., ringtones, jokes, pictures).

• Recommending contacting the bank to cancel any direct debit arrangements that are no longer applicable.

• Realistic and affordable payment arrangements.

• Withdrawal of reconnection and late payment fees.

• Ongoing case management during the period of financial difficulty.

4. Process

If you are experiencing financial difficulty and wish to discuss payment options, please refer to the contact details provided in paragraph 6.

4.1 Assessment When assessing your circumstances under our financial hardship policy, 1GLOBAL may ask for:

• A statutory declaration or official written communication from a person or support group familiar with your circumstances.

• Evidence of consultation with a recognized financial counselor.

• A statement of your financial position.

1GLOBAL may not be able to assess your circumstances without the requested information. We may use the information you provide along with other available information. Once all required information is received, we will notify you within 7 working days if your circumstances are covered by our Financial Hardship Policy.

4.2 Agreement If eligible, 1GLOBAL will work with you to establish an arrangement that allows you to pay outstanding charges in a way that does not worsen your financial position. Where appropriate, we will discuss methods to limit your spending during and after the arrangement period.

Once an agreement is reached, 1GLOBAL will confirm this in writing via letter or email. You must inform us if your circumstances change during the arrangement period.

1GLOBAL will not charge you for assessing your financial hardship circumstances or for administering the matter.

5. Finding a Financial Counselor

You can speak to a financial counselor from anywhere in Australia by calling 1800 007 007. This number will automatically connect you to the service in your nearest State or Territory.

Alternatively, you can find the nearest financial counseling service by visiting Financial Counselling Australia.

6. Contact Information

For more information or to discuss financial hardship assistance, contact us at:

- Telephone: +61 861 863 635
- Email: business.help@1global.com
- Online: https://jira.1global.com/servicedesk/customer/portal/39/create/364

- Mail: TP Operations Australia Pty Ltd, 616 Harris Street, Ultimo, Sydney NSW, 2007