Abstract background image

Financial Hardship Policy

We are here to help. If you are experiencing financial difficulty, please contact us — we will work with you to find a solution.

Last Updated: 5 May 2026  •  Effective Date: 5 May 2026  •  Jurisdiction: Australia

This Financial Hardship Policy is published by Bcom IT Solutions Pty Ltd (ABN 92 636 893 108), trading as Click2Call, in accordance with the Telecommunications Consumer Protections Code (TCP Code C628:2019) and the requirements of the Australian Communications and Media Authority (ACMA).

1. Our Commitment

Click2Call is committed to treating customers experiencing financial hardship with fairness, dignity, and respect. We recognise that financial difficulty can arise from circumstances beyond a customer's control — including illness, job loss, family breakdown, natural disaster, or other unexpected events. This policy sets out the assistance available to eligible customers and explains how to access it.

This policy applies to all individual and small business customers using Click2Call's prepaid telecommunications services.

2. What Is Financial Hardship?

Financial hardship exists where a customer is willing to meet their obligations to Click2Call but is temporarily unable to do so due to circumstances beyond their reasonable control. This may include, but is not limited to:

  • Serious illness or injury affecting the customer or a member of their household
  • Unemployment or a significant reduction in income
  • Domestic or family violence
  • Natural disaster or emergency
  • Death of a primary income earner in the household
  • Other exceptional circumstances assessed on a case-by-case basis

3. How to Apply for Hardship Assistance

You can apply for hardship assistance at any time by contacting us using any of the following methods:

  • Phone: 1300 884 879 (Monday to Friday, 9:00 am – 5:00 pm AEST)
  • Email: [email protected]
  • Post: Click2Call, c/- Bcom IT Solutions Pty Ltd, Gold Coast, Queensland, Australia

You do not need to be in arrears to apply. We encourage customers to contact us as early as possible — the sooner you reach out, the more options we can offer.

When you contact us, please let us know that you are applying under our Financial Hardship Policy. We may ask you to provide some information about your circumstances so we can assess the most appropriate form of assistance. You are not required to provide detailed financial documentation, but providing context will help us respond more effectively.

We will acknowledge your hardship application within two (2) business days and aim to provide a response with proposed arrangements within five (5) business days of receiving sufficient information from you.

4. Assistance Available

Depending on your circumstances, Click2Call may offer one or more of the following forms of assistance:

  • Deferred payment arrangement — an agreed extension of time to add credit to your account before suspension action is taken
  • Reduced minimum top-up — allowing you to add a smaller amount of credit than the standard minimum to maintain service continuity
  • Suspension hold — a temporary pause on any pending suspension or disconnection action while your hardship application is being assessed or an arrangement is in place
  • Waiver of late fees or reconnection charges — where applicable and at Click2Call's discretion
  • Service downgrade — assistance in moving to a lower-cost service plan if that better suits your current financial situation
  • Referral to external support services — including the National Debt Helpline and other free financial counselling services

Click2Call will not suspend or disconnect your service while a hardship application is being assessed in good faith, provided you have notified us before the scheduled suspension date.

5. Confidentiality

All information you provide in connection with a hardship application will be treated as strictly confidential and used only for the purpose of assessing and managing your hardship arrangement. Your information will be handled in accordance with the Privacy Act 1988 and the Click2Call Privacy Policy.

6. Review and Variation of Arrangements

If your circumstances change during a hardship arrangement — either improving or worsening — please contact us as soon as possible so we can review and adjust the arrangement accordingly. Hardship arrangements are not permanent and will be reviewed periodically to ensure they remain appropriate.

If you are unable to meet the terms of an agreed hardship arrangement, please contact us before the arrangement lapses. We will make every reasonable effort to find an alternative solution.

7. Complaints and Disputes

If you are dissatisfied with how your hardship application has been handled, you may lodge a complaint with Click2Call by contacting us at [email protected] or 1300 884 879. We will acknowledge your complaint within two (2) business days and aim to resolve it within fifteen (15) business days.

If we are unable to resolve your complaint to your satisfaction, you may escalate the matter to the Telecommunications Industry Ombudsman (TIO), which provides a free and independent dispute resolution service:

  • Website: tio.com.au
  • Phone: 1800 062 058 (free call)

8. External Support Services

If you are experiencing financial difficulty, the following free and independent services may be able to assist you:

9. Policy Review

Click2Call will review this policy at least annually to ensure it remains compliant with the TCP Code and reflects current best practice. The current version of this policy is always available at click2call.com.au/financial-hardship/.

10. Contact Us

If you need assistance or have any questions about this policy, please contact us: