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financial hardship

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Financial Hardship

Financial Hardship

The Telecommunications Consumer Protections Code C628:2012 defines Financial Hardship as a situation where a customer is unable to discharge of the financial obligations in relation to our services but where the customer expects to be able to do so over time if payment arrangements are changed.

オーストラリアに滞在中、何らかの理由で契約を継続できない場合や月額料金の支払いを続けることができない場合、お客様の生活が一般的な生活水準を保ち続けることができるように弊社でも誠意をもって対応させていただきます。

Contact us

We encourage you to contact us if you experience any difficulties paying our services. Please contact us by calling 02 9286 3774 if you would like to discuss any Financial Hardship matters with us. You can do so from 10:00-18:00 monday to friday.

1:まずは弊社にご連絡ください。
From Japan: 日本国内からトラトラに電話:050-6864-7099
Within Aus: オーストラリア国内から電話:02-9286-3774
営業時間:10:00-18:00 月曜日から金曜まで
メールでの連絡はこちら

The process:
When assessing your eligibility for Financial Hardship, we may ask you to provide certain documents such as
• A statutory declaration or official written communication from a person or support group that is familiar with your circumstances,
• Evidence that you consulted a recognised financial counsellor,
• A statement of your financial position.

We may not be able to make an assessment of your circumstances if you do not provide us with the requested information. We may use the information you provide as well as other information available to us. Once we received all required information, we will let you know within 7 working days whether you are eligible for assistance under our Financial Hardship Policy.

If you are eligible, will work with you to come to an arrangement that allows you to pay your outstanding charges in a way that does not worsen your financial position.
Where appropriate we will discuss means with you how to limit your spend (this may include barring some service features) during the time of our arrangement and thereafter. Once we come to an agreement we will put this in writing via letter or email to you. You must inform us if your circumstances change (for better or for worse) during our arrangement.
We will not charge you for assessing your Financial Hardship circumstances or for administering the matter.

2:ご連絡の際には、以下の情報をお知らせください。
-契約を継続できない理由
-支払いを完了できない理由

例えば:
-日本のご家族がご病気で帰国することになった。
-仕事を解雇され新しい仕事先がなかなか見つからない

3:お問い合わせいただきました内容を審査させていただきます。
審査の過程でお客様に連絡し、追加資料の提出をお願いすることもございます。
また、場合によっては担当の弁護士を招き審査を進めさせていただきます。

4:弊社の対応策をご提示させていただきます。
対応策をご検討いただき、さらに話し合いが必要な場合、第3者を招き解決策を検討させていただきます。
5:お客様の問い合わせ内容にもよりますが、保険会社様などと解決策を考えさせていただきます。

対応策の例としましては:
契約期間の短縮
支払料金の割引
プランの変更
お支払いプランのご提案(分割など)

6:お互いが歩み寄れる解決策のご提案後、対応策を適用させていただきます

Finding a financial counsellor:
You can talk to a phone financial counsellor from anywhere in Australia by ringing 1800 007 007 (minimum opening hours are 9.30 am – 4.30 pm Monday to Friday). This number will automatically switch through to the service in the State or Territory closest to you.

Alternatively, you can find the financial counselling service nearest to you by visiting

http://www.financialcounsellingaustralia.org.au/Corporate/Find-a-Counsellor

その他、こちらの機関で相談することも可能です。
QLD:Financial Counselling Services (07) 3257 1957
NSW:Credit and Debt Hotline 1800 808 488
ACT:Care Financial Counselling(02) 6257 1788
VIC:Consumer Credit Legal (03) 9602 3800
TAS:Anglicare Financial Counselling 1800 243 232
SA:Uniting Communities Financial Counselling (08) 8202 5180
WA:Financial Counsellors Resource Project (08) 9221 9411
NT:Anglicare Financial Counselling (08) 8985 0000