Financial hardship refers to a temporary or long-term situation where a customer is unable to meet their financial obligations due to various circumstances like:

• illness
• unemployment
• family violence
• restricting specific or the entire service

Our goal is to provide solutions that empower you to manage your Yomojo account effectively during this time. Depending on your situation, a variety of short and long-term options are at your disposal, including the following:

• controlling spend
• switching you to a prepaid service
• finding a plan or product with a lower cost
• restricting specific or the entire service
• creating a payment arrangement plan

For the full details of our Financial Hardship Policy, you may visit our Terms and Conditions page.

If you need help in paying your bills due to these circumstances, you have the right to apply for financial hardship assistance through any of our customer service channels. Note that this service is free of charge.

To start the process, you may contact us so we can discuss your situation. In some cases, we may ask you to complete our Financial Hardship Assistance Application Form and ask for additional documents to better understand your situation and move forward with your request. Upon receiving all necessary information, we'll inform you of the outcome of the assessment within 7 business days.

If you are eligible, we will work with you or your financial advisor in achieving a just financial arrangement tailored to your specific circumstances, allowing you to stay connected.

If you are dissatisfied about the outcome of your application or the process, we encourage you to seek a review by calling us or emailing complaints@yomojo.com.au. You may also seek external assistance from the Telecommunications Industry Ombudsman (TIO) by visiting their website at https://www.tio.com.au.

You can talk to a financial counsellor or a consumer advocate through the National Debt Hotline. You may call them at 1800 007 007 (minimum opening hours are 9.30 AM – 4.30 PM Monday to Friday) or visit their website at www.ndh.org.au.

Alternatively, you can find the financial counselling service nearest to you by visiting the Financial Counselling Australia website.