Hardship is when a customer is willing but unable to meet their contractual debt obligations because of unexpected events or unforeseen circumstances that impact their ability to meet their requirements under their financial obligations of the contract, for example: changes in employment status (such as losing a job or having hours reduced) or changes in personal circumstances.

Financial Hardship

This occurs when clients are having difficulty meeting their financial obligations because of one or more of the following:

Emotional hardship may include but is not limited to:

Hardship does not cover:

How we can assist:

Our aim is to support financial rehabilitation and long term affordability for our customers. Most often our customers simply need temporary assistance, including a review of their financial commitments, to get them through difficult times.

Our team will consider every request for assistance on an individual basis and will work with you to develop a solution that best meets your circumstances.

These will need to be discussed and assessed on an individual basis.

Those who are claiming financial hardship will be required to provide the following (but not limited to):


All clients will be notified of their hardship application outcome by telephone as well as in writing, either by an email or letter which will outline the conditions. These may include: