Scope of this document
This Policy Summary (and the Orion Satellite Systems Pty Ltd (ACN 103 918 832) trading as REACHNET Credit Management and Financial Hardship Policy) only applies to our customers who are end users of our Internet Service.
Financial hardship assessment
Financial hardship means a situation where:
- due to reasonable cause, a Customer is unable to discharge their financial obligations under their contract with REACHNET; and
- the Customer reasonably expects to be able to discharge those obligations if payment or Service arrangements are changed.
Upon a Customer’s request, REACHNET will assess a Customer’s eligibility for assistance under the REACHNET Financial Hardship Policy, in undertaking that assessment, will take into account the Customer’s individual circumstances. REACHNET will not charge for the assessment, or for implementing any financial hardship arrangements.
REACHNET may require supporting documentation in order to consider an application by a Customer for assistance under the REACHNET Financial Hardship Policy.
Each application for consideration under the REACHNET Financial Hardship Policy is assessed individually on its merits.
Financial hardship arrangements
REACHNET will ensure that any financial hardship arrangements agreed with a Customer are sufficiently flexible to take account of the Customer’s individual circumstances.
Some of the options that REACHNET will consider implementing under a financial hardship arrangement include:
- waiving disconnection, suspension and/or reconnection fees;
- waiving late payment or interest fees;
- agreeing to the payment of a Customer’s debt within a specific timeframe.
Financial hardship policy information
REACHNET will ensure that it has staff who are trained in applying and processing its Financial Hardship Policy. Customers who require any information concerning the REACHNET Financial Hardship Policy can contact REACHNET by telephone on 1300 798 007 or by post addressed to Orion Satellite Systems Pty Ltd, Level 2, 16 Victoria Avenue, Perth, Western Australia 6000.
When calling, please ask to speak to one of our trained Financial Hardship Policy staff.