Financial Hardship Policy


Financial hardship is generally understood to be a situation where a residential or small business customer is unable to discharge their financial obligations in relation to their iPrimus services, but, where the customer reasonably expects to be able to discharge those obligations if payment and/or service arrangements were changed.

We consider financial hardship as a state that involves an inability of the customer to pay bills, rather than an unwillingness to do so. For this reason our staff are trained to identify a genuine willingness to pay and good indicators include an established payment history with us.

When deciding if a customer is eligible for a financial hardship arrangement, we may seek evidentiary proof such as:

  • A statutory declaration or official written communication from a person familiar with the customers circumstances (family doctor, clergy, bank officer, etc);
  • Evidence of the customer having consulted with a recognised financial counsellor or a booking to see a financial counsellor ; and/or,
  • Statement of financial position.

An agreed financial arrangement should be sufficient to cover expected future use of the service (as adjusted to ensure the customer's financial position does not worsen over a reasonable period of time). The arrangement should also provide a continued reduction of debt at a reasonable level. Primus staff will retain discretion to determine what level of service this includes but the customer will always maintain access to receive incoming calls and dial emergency services.

Find out more


13 17 89

Hours of operation

Monday - Friday 9.00am - 6.00pm EST



Financial Hardship Case Manager

PO Box 631

Collins Street West Vic 8007

Contact a Financial Counsellor

Call 1800 007 007 from anywhere in Australia (minimum opening hours are 9.30 am – 4.30 pm Monday to Friday). This number will automatically switch through to the service in the State or Territory closest to you.

Full Policy

To view our full Financial Hardship Policy, please click here.