GoTo Financial Hardship Policy
GoTo understands that financial hardships are often unexpected and can impact anyone. We will work with you on a case-by-case basis to maintain your telecommunications services while your hardship is addressed.
A financial hardship can take many forms. Some common situations may include: unemployment, sudden illness, a death in the family, being affected by domestic or family violence, natural disaster such as fire, flood or drought, or any other reasonable temporary or ongoing cause.
How we can assist you
GoTo can work with you to assist you in staying connected, which may include offering alternative payment or service options (if available), while you work through your financial hardship.
To assess your qualification for financial hardship assistance and identify a suitable solution for you, we may need to ask you some questions about your situation, your financial circumstances, and the telecommunications services you need. In some cases, for example, where financial hardship is long term, we may also require supporting documentation. If this is the case, we’ll let you know.
If you would like to contact us to discuss your situation and our Financial Hardship Policy please email us at gtc-billing-aus@goto.com.
Payment options may include but are not limited to:
- flexible payment arrangements over a period of time, so that you don’t have to pay the entire amount at once
- waiver of late payment and/or cancellation fees
Service options to assist you to control the amount of your future bills may include but are not limited to:
- restriction of services
- transfer to a pre-paid service
- transfer to an alternate plan/contract
We will work with you to find a sustainable solution to assist you to stay connected and enable you to manage your current and future GoTo bills.
Where can I get further assistance?
If you are facing financial difficulty, you may: (a) wish to obtain advice from a community financial counsellor. You can talk to a financial counsellor from anywhere in Australia by calling 1800 007 007 (Monday to Friday, 9.30 am – 4.30 pm). This number will automatically switch through to the service in the State or Territory closest to you, or you can visit the National Debt Helpline www.ndh.org.au; (b) receive information about contacting Centrelink, Medicare, or Child Support at the Department of Human Services at www.humanservices.gov.au; and (c) receive free, independent, guidance on making the most of your money at www.moneysmart.gov.au.
Your feedback is important to us. If you’ve not happy with the assistance we have provided to keep you connected while you are experiencing financial difficulty, you can email us anytime at ar.aus@goto.com or consult our Complaints Code of Practice for more information.