Financial Hardship Policy - Commander

Financial Hardship Policy

Financial Hardship

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 Commander services, but where the customer reasonably expects to be able to discharge those obligations if payment and/or service arrangements were changed.

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

When deciding if a customer is eligible for a financial hardship arrangement, Commander may seek evidentiary proof.

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. Commander 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.

How to find out more

By Phone/Fax:

Hardship Enquiries: 1300 303 687
Fax: 1300 134 273
Hours of Operation: Monday - Friday 8.30 am - 5.00 pm EST
By Mail:

Financial Hardship Case Manager

PO Box 631, Collins St
West Melbourne, 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.