Summary: This document outlines the available options for customers of Capti Fibre (Capti) who are experiencing genuine financial difficulties.
Our primary goal is to assist you in navigating financial challenges, whether they are temporary or long-lasting. We are dedicated to ensuring that customers facing financial hardship maintain uninterrupted access to our telecommunications services. We will collaborate with you to find a sustainable solution that aligns with your unique circumstances and the services we provide. Assistance is provided on an individual basis, and there are no fees for undergoing assessment or entering into a financial hardship arrangement.
Financial Hardship refers to various unforeseen circumstances that prevent individuals from fulfilling their financial obligations. These circumstances may include:
To request assistance , please get in touch with our Customer Service team by emailing customercare@capti.com.au or calling 1800 0 CAPTI.
We encourage you to contact us as early as possible. By discussing your situation with us, we can provide the necessary support to help you manage any financial hardships and ensure uninterrupted services. We strive to approach each customer's circumstances with compassion and understanding, and we are open to considering reasonable arrangements based on individual needs and the services we provide.
When you submit a request for financial assistance due to hardship, we will carefully evaluate your situation based on our Financial Hardship Policy. Within 5 working days, we will review the information available to us and assess the level of support you require. As part of this process, we may ask you to provide additional documentation or evidence to help us better understand your individual circumstances. This may include, but is not limited to:
Please note that we will only request information that is relevant and necessary, and we aim to ensure that the process is not overly burdensome for you. However, if you fail to provide us with the requested information, we may not be able to complete the assessment. It is important to provide accurate and complete information, as providing false or incomplete information may result in the cancellation of any arrangement that we agree upon.
Once we have reached an agreement on a Financial Hardship arrangement, we will communicate the details to you within 5 business days. This communication will include information about your rights and obligations under the arrangement, its duration, and any review date that may be applicable. If you prefer, we can provide written confirmation of the Financial Hardship arrangement upon your request. It's important to note that the arrangement will only commence once you have accepted it.
During the term of the arrangement, if there are any changes in your circumstances, it is your responsibility to promptly inform us. This allows us to review your arrangement and make any necessary adjustments.
In the event that we determine that assistance cannot be provided due to your circumstances not meeting the criteria outlined in our Financial Hardship Policy, we will promptly notify you of this decision.
In addition to the assistance we provide, there are various other financial support services that you can access. These services include free financial counselling services available in each state and territory. To learn more about these services and explore other available options, we recommend visiting the ACMA's website. Alternatively, you can reach out to Financial Counselling Australia at 1800 007 007 or visit their website at financialcounsellingaustralia.org.au. These resources can provide you with further guidance and support in managing your financial situation.
During the Financial Hardship assessment process, it may be necessary for you to share sensitive information with us. This may include employment details, income information (including any government assistance received), debt statements (such as bills), medical information, or other relevant details about your situation. We want to assure you that our team handles all Financial Hardship matters with care, understanding, and sensitivity.
Rest assured that any information you provide will be treated as highly confidential. We adhere to the privacy provisions outlined in the Privacy Act 1988 and follow the guidelines set forth in Capti's Privacy Policy. Your personal information will be securely safeguarded and used only for the purpose of assessing and assisting with your Financial Hardship situation.
If you have any concerns or would like to make a complaint regarding the outcome of your Financial Hardship request for assistance, we encourage you to review Capti's Complaint Handling Policy. This policy outlines the process for lodging a complaint, the steps involved in handling the complaint, and the escalation procedures available to you.
By referring to our Complaint Handling Policy, you will find detailed information on how to submit a complaint, how it will be addressed, and the steps you can take if you wish to escalate the matter further. We are committed to addressing any complaints or concerns you may have in a fair and efficient manner, ensuring that your feedback is taken seriously and resolved to your satisfaction.