Financial Hardship Policy

Summary of 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.

Primus considers 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 Primus staff are trained to identify a genuine willingness to pay and good indicators include an established payment history with Primus.

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

  1. A statutory declaration or official written communication from a person familiar with the customers circumstances (family doctor, clergy, bank officer, etc);
  2. Evidence of the customer having consulted with a recognised financial counsellor or a booking to see a financial counsellor ; and/or,
  3. 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.

If the customer considers that other spend control options may be more appropriate than a formal financial hardship arrangement click through for a summary of these options.

How to find out more:

By Phone/Fax:

Hardship Inquiries: 1300 889 130
Fax: 1300 855 858
Hours of Operation: Monday - Friday 9.00am - 6.00pm EST

By Email:

Email iPrimus

By Mail:

Financial Hardship Case Manager
PO Box 631
Collins Street West Vic 8007

Contact a Financial Counsellor

Customers can talk to a phone financial counsellor from anywhere in Australia by ringing 1800 007 007 (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.

View our Full Policy

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