Help and Support

Our help desk is based in Australia

Financial Hardship Policy

January 31, 2019 12:02 pm


The following is a summary of our Financial Hardship Policy. You can access the full policy here Download Full Financial Hardship Summary

Some residential and small business customers who are experiencing financial hardship may be entitled to special arrangements for Activ8me 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;
  • service restrictions; and
  • spending caps

Our contact details

You can contact us regarding financial hardship issues as follows:

Phone: 13 22 88 (Press 4 for Finance) (Available: Monday to Friday, 8:00am – 5:00pm)
Fax: 03 9484 3875
Postal address: Head Office, Activ8me
279 Dundas Street,
Preston, VIC 3072

Information we may require

To process a financial hardship application, we first ask for an application form to be completed via our website.
An application form identifies you, your Activ8me account and other details, and explains what documentation you need to provide.
We may require further information and documentation depending on the circumstances. For example:

  • Evidence that you lost your employment
  • Evidence that you have consulted a financial counsellor
  • A statutory declaration by you
  • A medical certificate

Assessment of an application

We try to be flexible when assessing an application for financial hardship, as we understand every case and scenario is different.

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

Step 1: We’ll check that the application is for reasons of financial hardship
Step 2: We may ask for evidence of the reasons for the financial hardship claim
Step 3: Your application will be assessed for approval
Step 4: If we accept the application, we’ll work with you to agree a financial hardship arrangement
Step 5: We’ll notify you of the agreed financial hardship arrangement and get your confirmation
Step 6: We will not take any credit management action while you are complying with the financial hardship arrangements

If it becomes clear to us at any time that you do not meet the criteria for an arrangement or assistance, we will inform you promptly.


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I wish to apply for a financial hardship arrangement with Activ8me. Please contact me about this matter.

  1. Only an Activ8me customer, their Authorised Representative, or an Advocate may submit this application.
  2. If an Authorised Representative or an Advocate is submitting this application on behalf of an Activ8me customer, please provide you name, contact details and relationship to our customer in the Details of Financial Hardship box.
  3. In the same section, clearly identify each invoice that presents payment difficulties including: date, invoice number, amount, service type.
  4. Refer to Activ8me’s Financial Hardship Policy for information on qualifying circumstances, and the process we will follow to assess the application and keep you informed Activ8me’s Financial Hardship Policy.

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