Sky5G Australia Financial Hardship Policy Summary
Read the full policy: Financial Hardship Policy · Ask for help now: Apply for hardship help
This is the summary of our Financial Hardship Policy that the ACMA's Telecommunications (Financial Hardship) Industry Standard 2024 requires us to publish. The full policy is at the link above.
We have a financial hardship policy
If you are having trouble paying for your service — because of illness, loss of income, a disaster, family violence, a death in the family, or anything else that is beyond your control — we want to help you stay connected. Hardship can be short-term or long-term, and you do not need to owe us money to ask.
Help we can offer
Our service is prepaid, so help is mostly about keeping you connected when you cannot afford your next voucher. Depending on your situation we can offer:
- extra time on your current voucher so your service keeps running;
- smaller, more frequent vouchers;
- a payment plan, or a pause, on any equipment you are paying off;
- waiving fees for changes we make under the policy;
- pausing your service and keeping your number, at no charge;
- a reduced-price voucher or an extra period at no charge, in cases of genuine need;
- a referral to free, independent financial counselling or community support.
How to ask
Email support@sky5g.global, use the online form linked above, or tell any staff member or authorized Sky5G reseller that you are having trouble paying. A financial counsellor, support worker, family member or friend can ask on your behalf.
What happens next
- Asking is free, confidential, and you will be treated with respect.
- We will only ask for the information we genuinely need, and we will not ask you to prove family violence.
- Your service stays connected and we take no collection action while we assess your application and while you keep to an agreed arrangement.
- We assess within 5 business days of having what we need and confirm the arrangement in writing within 2 business days.
- If we say no, we tell you why in writing and how to have the decision reviewed.
Free, independent help
- National Debt Helpline — free, independent financial counselling: 1800 007 007, ndh.org.au
- Mob Strong Debt Help — for Aboriginal and Torres Strait Islander people: 1800 808 488
If you are not happy with our decision
If you are unhappy with a decision, use our Complaints Handling Process. If we cannot resolve it, the Telecommunications Industry Ombudsman (TIO) is free and independent: 1800 062 058, tio.com.au.
Read our full Financial Hardship Policy.