Late Payments & Restrictions Policy

1. Purpose

LIVA Telecom recognises that unforeseen circumstances may occasionally result in a late payment. If you anticipate that your payment will be delayed, you may set up a payment plan in advance to advise us of the date you will be able to make payment.

Establishing a payment plan assists in avoiding late fees and potential service restrictions.

2. Application of Policy

This policy applies to all customers who use LIVA Telecom services.

How do I arrange a payment plan?

You may set up a payment plan at no additional cost by:

• Online through the LIVA Telecom customer portal or app.
• Phone with our customer service team on 1300 345 148 during business hours.

What happens immediately if I miss my payment?

If a payment is missed, we will notify you via SMS and email to advise that payment has not been received. We will also request that you arrange a payment plan as soon as possible.

If we do not receive a response and payment remains outstanding, we will contact you again via SMS and email to inform you that your service(s) may be restricted no earlier than five (5) working days from the date of the restriction notice.

Are there late fees associated with missed payments?

• Direct Debit: A missed payment fee of $10 will be charged for each declined transaction. If a payment fails, our system will attempt to debit the payment again within seven (7) days, unless a payment plan has been arranged.
• All other payment methods: A late payment fee of $10 applies.

Will my services be restricted?

If a payment is missed, we will contact you via SMS and email. If we receive no response and no payment plan is set up, we will notify you that your services may be restricted no earlier than five (5) working days from the restriction notice.

LIVA Telecom is committed to assisting customers however, cooperation is required to resolve overdue payments.

Payment Plans

Payment plans allow you to:

• Reschedule the date a payment is debited from your bank account or credit card; and/or
• Split the outstanding amount into multiple smaller payments.

Any payment plan must be completed within the current billing period. (for example, if you receive your invoice on the 5th of each month, you must complete the ‘payment due’ by 4th of the next month)

If a payment under an agreed payment plan is missed, you will automatically return to receiving restriction warnings. Missing payments under a second payment plan may result in service restriction.

If you require longer-term assistance, please contact us or refer to our Financial Hardship Policy.

What happens if my services are restricted?

If your services are restricted, you will need to contact LIVA Telecom to arrange payment. Customers experiencing financial hardship may be eligible for additional support, and standard restriction timeframes may not apply. Further details are available in our Financial Hardship Policy.

The following restrictions will apply until payment is received:

• NBN / Opticomm: Broadband speeds reduced to 1Mbps / 1Mbps
• VoIP: All VoIP services are restricted to emergency services and LIVA Telecom only
• Mobile Services: Restricted to emergency calls to 000 only
• Fixed Phone Services: Restricted to emergency calls to 000 only

Notes:

• Billing will continue at the standard plan rate while services are restricted.
• Continued non-payment following restriction may result in service termination and potential debt collection.
• Service termination may lead to the loss of assigned VoIP or mobile phone numbers.
• Customers may apply for financial hardship assistance at any time by contacting LIVA Telecom on 1300 345 148.

4. Enforcement

If payment is missed, we will notify you via SMS and email and request that a payment plan be arranged. If no response is received and payment remains outstanding, we will issue further notification to inform you that service restriction may occur no earlier than five (5) working days from the restriction notice.