Payment Assistance Policy

Introduction

Activ8me has a Payment Assistance Policy in place to assist our customers in times of financial difficulty. We’ll endeavour to do what we can to assist our customers during these times.

The following is a summary of our Payment Assistance Policy. You can access the full policy here

Residential and small business customers who are experiencing difficulty paying their bills, may be entitled to special arrangements for our invoices they cannot immediately afford to pay

If you are eligible under our Policy, there may be options to help you manage your financial difficulty such as:

Payment plans;
Delaying scheduled payments;
Service restrictions; and
Spending caps

Our contact details

You can contact us regarding payment assistance in the following ways:

Phone: 13 22 88 (Select the option for Finance) The Finance team is available Monday to Friday, 8:00am – 5:00pm AEST/AEDT
Fax: 03 9484 3875
Email: paymentassist@apn.net.au
Postal address: Head Office, Activ8me
279 Dundas Street,
Preston, VIC 3072

Information we may require

To process a payment assistance application, we first ask you to complete an application through the Payment Assistance form on this page.
The application form identifies you, your Activ8me account and other details and explains what further documentation you may need to provide.
We may require further information and documentation depending on your individual circumstances.

Evidence of employment loss
Evidence you have consulted a financial counsellor
Statutory declaration
Medical certificate

Assessment of Application

We try to be as flexible as possible when assessing your application for payment assistance, as we understand every case and scenario is different.

Generally, an assessment of an application will involve the following steps:

Step 1: Submit your application for Payment Assistance through the form below.
Step 2: We’ll review your application and may ask for evidence to support your reasons for Payment Assistance.
Step 3: Your application will be assessed for approval.
Step 4: If accepted, we’ll work with you to agree upon a suitable arrangement.
Step 5: We’ll notify you of the agreed arrangement and request your confirmation.
Once an arrangement has been confirmed, we will not take any credit management action while you are complying.

If we determine that you don’t meet the criteria for an arrangement or assistance, we will inform you promptly.

APPLICATION FOR PAYMENT ASSISTANCE

Please enter valid Account Holder Name

Please enter valid Customer Number

Please enter valid Invoice Number

Please enter valid address

Please enter valid phone

Please enter valid email

*All fields required

Please enter valid message

Do you have an existing Payment Assistance arrangement?

Please Provide a Valid Message of at least 20 characters.

I wish to apply for a payment assistance arrangement with Activ8me.

Requirements:

Only an Activ8me customer, their Authorised Representative, or an Advocate may submit this application.
If an Authorised Representative or an Advocate is submitting this application on behalf of an Activ8me customer, please provide your name, contact details and relationship to the customer in the ‘Reasons for requesting Payment Assistance’ field.
In the same section, clearly identify each invoice that presents payment difficulties including the date, invoice number and amount.
Refer to Activ8me's Payment Assistance Policy for more information on qualifying circumstances, the process we will follow to assess the application and keep you informed.

Help and Support

Our help desk is based in Australia