Credit Management Policy
This policy outlines the actions that may be taken by LIVA Telecom where a customer's payment is unsuccessful or overdue. It sets out the expectations, processes and consequences applicable to customers who fail to meet their payment obligations.
LIVA Telecom is a business name of CKS Group Australia Pty Ltd (ABN 32 621 849 518)
Billing and automatic payments
No monthly plan payment is required at signup. Any equipment or optional extras payable at checkout are shown separately.
Your first invoice will be issued and emailed when your service is activated. If you have authorised automatic payments, your first monthly plan payment will normally be collected from your authorised saved payment method within two calendar days after activation. Your first payment covers the monthly service period beginning on your activation date.
Monthly plan fees are billed in advance. Your actual service activation date determines your monthly service anniversary; payment-processing dates do not change it. Subsequent monthly plan payments are due on the renewal date shown on your Bill. If you have authorised automatic payments, collection is scheduled for that date, unless otherwise agreed with you.
For subsequent monthly service periods, we will generally send your invoice at least 10 Business Days before the scheduled automatic payment date. Your invoice will show the amount payable, service period, scheduled payment date and payment-assistance contact details.
Where an approved free trial applies, the first monthly payment follows the trial terms.
If a normal recurring automatic payment fails, we will normally retry two calendar days after the scheduled collection date, then make a final scheduled retry seven calendar days after that original collection date, unless a payment arrangement or applicable protection requires otherwise. We will notify you promptly after each failure, with the outstanding amount, the next scheduled attempt (if any), and payment-assistance contact details.
If payment remains outstanding after the final scheduled payment attempt, we may consider restricting or suspending the service only after required notices have been given and expired, and payment-assistance requests, financial-hardship protections, payment arrangements, unresolved billing disputes or complaints, domestic or family violence and other vulnerability protections, regulatory holds and applicable Australian telecommunications requirements have been considered and satisfied. If any required condition is incomplete, restriction or suspension will be deferred. A failed final retry does not trigger automatic next-day suspension.
For payment assistance, call 1300 345 148 or see our Financial Hardship Policy.
Contents
- Purpose
- Application of Policy
- Definitions
- Enforcement
1. Purpose
This policy outlines the actions that may be taken by LIVA Telecom where a customer's payment is unsuccessful or overdue. It sets out the expectations, processes and consequences applicable to customers who fail to meet their payment obligations.
2. Application of Policy
This policy applies to all customers who use services provided by LIVA Telecom.
The same normal retry sequence applies to authorised saved card and bank-account payments, subject to payment arrangements and customer protections.
Scheduled collection — example 3 November
If unsuccessful, we will notify you promptly of the outstanding amount, assistance options and the 5 November retry.
First retry — example 5 November
If unsuccessful, we will notify you promptly of the outstanding amount, assistance options and the final scheduled retry on 10 November.
Final scheduled retry — example 10 November
If unsuccessful, we will notify you promptly that payment remains overdue and explain assistance options and the safeguards before any restriction.
Review only — example 11 November
This is not an automatic suspension date. Any action is deferred until all applicable notices, assistance checks, dispute and vulnerability protections and other required conditions have been satisfied.
For non-automatic payment methods, we will contact you about overdue amounts and available assistance. Restrictions, disconnection and debt recovery remain subject to applicable notice requirements and customer protections. Existing reasonable recovery costs continue to apply.
Where a payment plan is in place and a scheduled payment is unsuccessful:
Service Suspension
We will contact you to review the missed payment, your arrangement and available assistance. Expiry or a declined payment does not automatically suspend your service. The safeguards above apply.
Reinstatement — Credit Card
Service is reinstated immediately upon successful credit card payment.
Reinstatement — Bank Account Direct Debit
Up to four business days for bank account direct debit payments.
Reinstatement — BPAY
Up to three business days for BPAY payments.
Where a customer has an approved financial hardship arrangement and payment by credit card or another non-direct debit method is unsuccessful:
1 Day Overdue
An SMS and email reminder will be sent advising that the invoice is overdue.
4 Days Overdue
A second SMS and email reminder will be issued, offering the opportunity to discuss revised payment arrangements.
9 Days Overdue
A third reminder SMS and email will be sent advising that the account remains overdue and that credit management action may occur.
No Response — 10-Business-Day Notice
A notice will be issued advising of the upcoming restriction of service.
10 Business Days After Notice
If the matter remains unresolved, any restriction or suspension may only be considered after the safeguards above have been satisfied. Applicable hardship arrangements and holds remain in place.
21 Days After Restriction
A final notice will be issued by post or email if payment or alternative arrangements have not been made.
9 Days After Restriction
Continued attempts will be made to contact you by phone and email until the next billing date approaches, generally at approximately one month overdue.
If Contact Cannot Be Established
Following repeated unsuccessful contact attempts, disconnection or debt recovery may only be considered where applicable notices and customer protections permit. Existing reasonable recovery cost provisions remain applicable; no new fee is introduced by this policy.
Where payment is made by direct debit under a financial hardship arrangement and the payment is unsuccessful:
Step 1
We will attempt to contact you to explain the failed payment.
Step 2 — Agreed retry date
Any retry must follow your agreed hardship arrangement and applicable protections. We will advise you of the amount, next attempt and available assistance; retries will be deferred where a hold applies.
Step 3 — Second Declined Payment
We will apply the same process as outlined above for credit card customers with financial hardship arrangements.
Where a payment plan is in place under a financial hardship arrangement and payment is not received by the due date, we will follow the same process applicable to credit card customers with financial hardship arrangements, as outlined above.
3. Definitions
| Term | Definition |
|---|---|
| Payment Plan | An arrangement involving smaller and/or extended payments. |
| Restriction | Slowing or preventing the use of services. |
| Disconnection | Cancellation of services. |
| Financial Hardship | Payment assistance or additional long-term support to manage payments. |
4. Enforcement
You must notify LIVA Telecom if you are unable to meet your payment obligations. If you fail to do so, this policy will be applied.
Questions or complaints?
LIVA Telecom | Level 49, 8 Parramatta Square, Parramatta NSW 2150 | ABN: 32 621 849 518