Financial Hardship Policy

This document explains the options available to customers of MaxoTech Pty Ltd t/a FibreMax who are experiencing genuine Financial Hardship.

How we can help

At FibreMax it is important to us to have a personal and open relationship with our customers and we understand that during certain times you might deal will financial difficulty, whether temporary or long-term. We are committed to helping customers stay connected and working with you to find a sustainable solution. We can provide payment plans, or other solutions depending on your circumstance. 

How to explain Financial Hardship

Financial Hardship is a term used to describe a variety of unexpected situations where you are unable (rather than unwilling) to meet your financial commitments due to one or more contributing factors such as:

  • Loss of employment of you or a family member
  • Illness, physical incapacity, hospitalisation or mental illness of you or a family member
  • Family breakdown
  • A death in the family
  • Being a victim of domestic or family violence
  • Other factors resulting in an unforeseen change in your capacity to meet payment obligations, whether through a reduction in income or through an increase in non-discretionary expenditure

How do I arrange a payment plan

To arrange a payment plan, please contact us by emailing or by calling our friendly support team at 1300 757 013 between the hours of Monday to Friday  9am – 8pm AEDST, closed Christmas Day and New Year’s Day.
The earlier you contact us, the better. Discussing your situation gives us the opportunity to help you manage your financial hardship and keep your services connected. We endeavour to act with compassion and sympathy, and to accept reasonable arrangements, considering each customer’s individual circumstances and the services supplied.

How do we assess Financial Hardship

To be able to assess your request for financial assistance we may ask you to provide any relevant information or supporting evidence by e-mail that will help us understand your individual circumstances and the level of support you require, including, but not limited to:

  • Documentation, such as a statutory declaration from a person familiar with your circumstances (financial counsellor, social/case worker, medical professional, etc).
  • Evidence of you having consulted or being booked to consult with and/or being supported by a recognised financial counsellor. 

If you don’t provide us with this information, an assessment may not be made.  However, we also understand that sometimes (for example, if you are experiencing domestic or family violence) you may not be able to provide documents.  If you provide false or incomplete information, this may result in the cancellation of any arrangement we agree to.

How will the process work

If we agree to a Financial Hardship arrangement, we will let you know within 5 business days about your rights and obligations under that arrangement, its duration and any review date. If requested by you, we will send details of your Financial Hardship arrangement in writing. The arrangement will not commence unless you have accepted it.
If your circumstances change during the term of the arrangement, you have an obligation to promptly inform us of such changes. We will review your arrangement accordingly. 
If we decide that assistance will not be given because your circumstances do not meet the criteria set out in this Financial Hardship Policy, we will immediately inform you of this decision.

How do you decide which option for Financial Hardship assistance will be used

Once we have assessed your request, we will consider the appropriate options available to us to assist you in the management of your financial hardship, as it relates to the services we supply to you, which may include:
Options to help you stay connected:

  • Applying restrictions on some or all your services, for example: barring certain call types (such as mobile or international)
  • Applying appropriate spend controls, for example: reducing or removing any optional Prepayment Balance to stop you incurring usage outside your plan’s inclusions 
  • Moving you to a lower cost plan on an interim basis 

Options for suitable financial arrangements:

  • Temporary postponement or deferral of payments to avoid disconnection of services
  • Agreeing to a payment plan arrangement
  • Agreeing with you to change to a lower cost plan or contract
  • Waving late payment fees

How can I get other support

There are a range of other financial support services available, such as free financial counselling services offered in each state and territory. For more information on these and other options available, please see ACMA’s website or alternatively contact Financial Counselling Australia on 1800 007 007 or

How private is my information

As part of this process, you may be required to provide some sensitive information, such as employment information, income details (including any government assistance), debt statements (bills), medical details or other information about your situation. Our team treats Financial Hardship matters with understanding and sensitivity and your privacy will remain our utmost concern. All information will be kept confidential and in accordance with the privacy provisions of the Privacy Act 1988 and FibreMax’s