Service provider: Capti Technology Pty Ltd · ABN 57 646 331 875.
Payment assistance at a glance
Customers in financial hardship have the right to apply for short-term or long-term payment assistance at no charge. We prioritise keeping customers connected. Disconnection is a last resort.
Financial hardship means you cannot meet your financial obligations to us because of circumstances such as illness, unemployment, low or reduced income, domestic or family violence, a death in the family, changed family circumstances, a disaster or other reasonable causes, and you believe an assistance arrangement would help you meet those obligations.
Short-term assistance covers up to three billing cycles. Long-term assistance covers more than three billing cycles. Current customers and former customers with an outstanding debt can apply.
Options include extra time to pay, instalments matched to your ability to pay, moving to a suitable lower-cost plan, removing non-essential paid features, such as an optional paid static IP, without a removal fee, adjusting internal payment thresholds to maintain service, and a free manual bank-transfer (EFT) payment method. Options are assessed against your circumstances and the service involved. Payment assistance does not automatically cancel existing charges. Amounts properly owing remain payable under the agreed arrangement, subject to your legal rights.
Call 1800 022 784, email support@capti.com.au, or use any usual Capti customer contact channel. Say you need help paying your bill. No special words or application form are required. Customer Care hours are Monday–Friday, 8am–5pm (AEST / Brisbane time), excluding Queensland public holidays. We can help with accessibility, language needs or a representative.
You do not need supporting evidence for short-term assistance or if you are a victim-survivor of domestic or family violence. For other long-term applications, we only seek evidence in limited circumstances when strictly necessary.
We assess a complete application within five business days and notify you of the outcome within two business days after assessment. An agreed arrangement starts when you accept it, with written details within two business days. Applying, assessment and administering assistance are free.
Ask us to review a decision or use our complaints process. You can also contact the Telecommunications Industry Ombudsman on 1800 062 058 or make a TIO complaint online. Making a complaint does not stop you agreeing to assistance.
For free, independent financial counselling, contact the National Debt Helpline on 1800 007 007 or visit the National Debt Helpline website.
Full payment assistance policy
Who can get help?
If you are having trouble paying, contact us as early as you can. You do not have to wait for an overdue bill or disconnection notice. We will also offer information about assistance when we identify signs of financial difficulty.
You are eligible when your situation meets the financial hardship definition above and you want to access assistance. We assess your individual circumstances, including what you can afford and the services you need. Financial difficulty does not need to be sudden or unexpected.
This policy applies to consumers covered by the Financial Hardship Standard, including personal/domestic customers, eligible not-for-profit organisations and eligible businesses. For businesses, the standard includes those without a genuine and reasonable opportunity to negotiate their contract and with estimated annual spend of no more than $40,000 when entering the contract. Services acquired for resale are outside that consumer definition. Former customers who still owe us money are included.
Contact us and apply
- Phone: 1800 022 784, and ask Capti Customer Care for payment assistance.
- Email: support@capti.com.au.
- Other channels: any method we ordinarily provide for customers to contact us, including our contact page.
- Post: Capti Customer Care — Payment Assistance, PO Box 2178, Toowong QLD 4066.
- Customer Care hours: Monday–Friday, 8am–5pm (AEST / Brisbane time), excluding Queensland public holidays.
- Payment-assistance decisions: Support Manager, with the CEO as backup. Contact Customer Care using the details above.
Tell us which service or debt you need help with, what you can afford, whether the difficulty is short-term or ongoing, and how to contact you safely. We will help you apply and give you a reference so you can check progress using these contacts. You do not have to complete a form. If we introduce a form, it will be available on this page with the policy and summary.
You may use an authorised representative or advocate. We can provide an accessible copy and help with language or other communication needs. The National Relay Service can help you call 1800 022 784.
If violence or abuse affects your situation, tell us your safe contact preferences. You do not need to describe what happened in detail. Our domestic, family and sexual violence support page explains further help.
Available assistance options
We assess your circumstances, ability to pay and service requirements before agreeing an arrangement. The options are:
- Extra time to pay a bill, including postponing or deferring a due date.
- A payment plan with instalments matched to your ability to pay.
- Moving to a suitable lower-cost plan where one is available for your service.
- Removing a non-essential paid service feature, such as a separately charged static IP address, without a removal fee, to reduce future charges where that feature is on your service and removal is suitable.
- Adjusting an internal payment threshold to help maintain service while you manage payments under an agreed arrangement.
- Manual bank transfer (EFT) for an assistance arrangement, with no Capti payment-method fee and no automatic debit.
Automatic credit/debit-card payments remain our preferred standard payment method. Manual EFT is available for payment assistance where appropriate, including as an exception to standard card-only payment terms in a plan summary. Ask the Support Manager to arrange it and provide verified payment instructions. An automatic card payment is not the non-automatic option described above.
We explain any effect on price, service features, contract terms or future bills before you agree. Before removing a static IP, we discuss the effect on any remote access or other features you rely on. An arrangement may combine options and must be realistic for your circumstances and ability to pay. We consider ongoing service charges as well as existing arrears when assessing instalments and plan changes.
Payment assistance does not automatically cancel or reduce existing charges. Amounts properly owing remain payable under the agreed arrangement, subject to your legal rights. A repayment arrangement does not limit your right to dispute a charge or receive a correction, refund or other remedy where required by law. The protections in the Keeping you connected section apply whether or not an internal payment threshold is adjusted.
Information and supporting evidence
We do not require supporting evidence for short-term assistance or if you are a victim-survivor of domestic or family violence.
For other long-term assistance, we may ask for financial information only if it is strictly necessary to assess eligibility and the debt exceeds $1,000, you have been a customer for less than two months, or we reasonably suspect possible fraud. Depending on the issue, this might be a statement of income and essential expenses or relevant evidence of reduced income. We do not request irrelevant information or impose unreasonable document requirements.
Before requesting evidence, we explain in writing or another suitable format:
- What is needed, why it is necessary, how we will use and protect it, and any other information used in the assessment.
- Who you can contact about the request and how authorised staff can sight documents.
- The approved email, electronic and physical submission or sighting options, plus an alternative appropriate to any accessibility needs.
- That missing or incomplete necessary information may prevent assessment, and false or misleading information may result in assessment being cancelled.
Contact the Support Manager through support@capti.com.au or 1800 022 784 to arrange how necessary documents will be sighted or supplied. Please speak with us before sending sensitive documents; do not attach them to an initial enquiry. You can also ask about sighting documents or posting copies to Capti Customer Care — Payment Assistance, PO Box 2178, Toowong QLD 4066. We agree a method appropriate to your safety and accessibility needs before requesting documents. We allow sufficient time to obtain necessary information and discuss alternatives where appropriate.
We retain supporting evidence only for the period needed to complete the assessment, then securely destroy it. Required application, decision, arrangement and communication records are kept separately under the applicable retention rules and our privacy policy.
Assessment and starting assistance
For this policy, a business day excludes Saturdays, Sundays and public holidays in Brisbane, Queensland, where Capti's principal place of business is located.
We tell you the estimated assessment time and assess a complete application as soon as practicable, within five business days. We tell you the outcome as soon as possible, within two business days after assessment. If we determine you are ineligible, we tell you immediately and explain why and how to seek review.
We discuss assistance with you and obtain your agreement. The arrangement starts when you accept it. Within two business days of agreement, we give you written details of the arrangement, its duration, your and our obligations, when credit-management action might be permitted, and your review rights. There is no fee to apply, be assessed, access assistance or have the arrangement administered.
Tell us within 14 days if your circumstances change. We review an arrangement within five business days after you tell us about a change. If you miss an agreed payment, we contact you promptly to discuss what happened and offer a review.
Keeping you connected
We prioritise keeping customers in financial hardship connected. We do not take debt-collection or service restriction, suspension or disconnection action while you are discussing assistance, have applied for it, or have an arrangement in place, except in the limited circumstances permitted by the standard after an arrangement has not been met and the required review steps have been taken.
Missing a payment does not automatically end your protection. We first review the arrangement and follow the required contact and assessment steps. Where the standard requires reasonable contact attempts, these include at least three attempts on separate business days over no more than ten calendar days, using at least two methods, including one in writing. We respect applicable safe-contact requirements.
If credit-management action is legally available, we give at least ten business days' written notice describing the action, timing, reasons, charges, effects on other services, and contacts for us, the TIO and financial counselling. Suspension and disconnection remain measures of last resort. We do not sell a debt while the standard's protection applies or while reviewing an assistance arrangement.
Reviews, complaints and independent support
Ask the payment assistance team to review a decision or arrangement. You can also make a complaint through our complaints process, including about delays or the way we have treated you. Complaints that contribute to or worsen hardship may qualify as urgent.
If you are not satisfied with how we have handled your complaint, you have a right to take it to the Telecommunications Industry Ombudsman, which is a free and independent service: 1800 062 058 or TIO online complaints.
Making a complaint to us or the TIO does not prevent you from agreeing to assistance in the meantime.
For free independent financial counselling, contact 1800 007 007 or the National Debt Helpline. You do not have to use a financial counsellor to apply for help from us.