Financial Hardship Policy

Last updated: 9 February 2026

1. Our Commitment

C.T. Agency (ABN 48 077 292 249) is committed to supporting customers who are experiencing financial difficulty. We understand that circumstances can change, and we want to work with you to find a manageable solution.

This policy is provided in accordance with the Telecommunications (Financial Hardship) Industry Standard 2024 and outlines the assistance options available to you.

2. What Is Financial Hardship?

Financial hardship occurs when you are willing to pay your bills but are unable to do so due to circumstances such as:

  • Loss of employment or reduction in income
  • Illness, injury, or disability
  • Family breakdown or domestic and family violence
  • Natural disasters (bushfires, floods, storms)
  • Death of a family member
  • Other unforeseen circumstances causing financial stress

We will treat every application with empathy, dignity, and confidentiality.

3. How to Apply

If you are experiencing financial hardship and need assistance with your Emma subscription payments, please contact us:

You do not need to provide evidence of hardship to apply, though we may ask for information to help us understand your situation and offer the most appropriate assistance.

4. Assessment

Once we receive your application, we will assess your situation and notify you of the outcome within 2 business days. If we require additional information, we will let you know and the assessment period will begin once we have received it.

5. Assistance Options

Depending on your circumstances, we may offer one or more of the following forms of assistance:

  1. Postponing or deferring bill payments — extending the due date for your current invoice.
  2. Setting up a payment plan — allowing you to pay outstanding amounts in instalments over an agreed period.
  3. Applying bill discounts — reducing the amount payable on one or more invoices.
  4. Partial or full debt waiver — waiving some or all of an outstanding balance on a case-by-case basis.
  5. Moving to a lower-cost plan — transitioning you to a more affordable subscription tier, if available.
  6. Applying account credits — crediting your account to offset future invoices.

We will work with you to find a realistic, tailored solution that suits your situation.

6. Suspension and Disconnection

We consider suspension or disconnection of service only as a last resort. If suspension or disconnection becomes necessary due to non-payment, we will:

  • Provide at least 10 working days' written notice before disconnection.
  • Inform you of your right to apply for financial hardship assistance before any action is taken.
  • Not disconnect your service while a hardship application is being assessed or a payment arrangement is being honoured.

7. Financial Counselling Referral

If you need additional support managing your finances, we encourage you to contact a free, independent financial counsellor:

8. Review and Appeals

If you disagree with the outcome of your hardship assessment, you may request a review by contacting us and asking for the matter to be escalated to a senior staff member. We will review the decision and respond within 5 business days.

If you remain unsatisfied after the internal review, you may lodge a complaint through our Complaints Policy or contact the Australian Communications and Media Authority (ACMA) at www.acma.gov.au.

9. Privacy

All hardship applications are handled with strict confidentiality. Information you provide as part of a hardship application is used solely for the purpose of assessing and administering your request, in accordance with our Privacy Policy.

10. Contact Us

If you have any questions about this policy or need assistance, please contact us: