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)
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.
Where payment is made by credit card or another primary payment method that is not direct debit, and the payment is unsuccessful, the following process applies:
1 Day Overdue
We will issue an SMS and email reminder advising that your invoice is overdue and enquiring whether assistance is required.
4 Days Overdue
A second reminder SMS and email will be sent, advising that your invoice remains unpaid, warning that service suspension may occur, and offering the opportunity to discuss payment arrangements.
No Response — 5 Business Days After Suspension Notice
Your service will be suspended, and you will be notified via SMS and email.
14 Days Overdue
A final notice will be issued by post or email if payment has not been received and no payment arrangement has been established.
21 Days Overdue
We will attempt to contact you by phone and email. These attempts will continue as the next billing date approaches, generally at approximately one month overdue.
If Contact Cannot Be Made
After multiple attempts, your service will be disconnected and the matter will be referred to a debt collection agency. Additional fees will be added to your account, a letter of demand will be sent, and the debt collectors will continue to contact you.
Where payment is made by direct debit and the payment is unsuccessful:
Step 1
We will attempt to contact you to advise of the failed payment.
Step 2 — 7 Days Later
Unless payment is made or a payment plan is arranged, our system will automatically reattempt the debit.
Step 3 — Second Declined Payment
Your service will generally be suspended.
Step 4 — 11+ Days After Second Decline
A final notice will be issued.
Step 5 — 7 Days After Final Notice
The notice expires and contact attempts continue in the same manner as for credit card customers.
Where a payment plan is in place and a scheduled payment is unsuccessful:
Service Suspension
Your service will be suspended on the expiry date of the payment plan, generally three days after the initial payment plan date, or for bank accounts whenever the payment declines.
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, the service will be suspended, and notification will be provided via SMS and email.
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, the service will be disconnected and the outstanding balance referred to a debt collection agency. Additional fees will be added to your account, a letter of demand will be sent, and the debt collectors will continue to contact you.
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 — 7 Days Later
Unless payment is made or alternative arrangements are agreed, the debit will be automatically reattempted.
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