Late Payments & Restrictions Policy
LIVA Telecom recognises that unforeseen circumstances may occasionally result in a late payment. This policy explains payment plans, service restrictions, and late fees.
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.
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. Normal recurring payment retries follow the sequence above, unless a payment arrangement or applicable protection requires otherwise.
- 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.
Payment plans follow the dates agreed with you and any applicable hardship protections. Your monthly service period is based on actual activation, not the invoice issue date.
If a payment under an agreed payment plan is missed, we will contact you to review the arrangement and available assistance. Any restriction remains subject to all the safeguards above.
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.
3. Definitions
| Term | Definition |
|---|---|
| Payment Plan | An arrangement for smaller or extended payments |
| Restriction | Limitation or prevention of service use |
| Termination | Cancellation of services |
| Financial Hardship | Payment assistance where longer-term support is required |
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.
Questions or complaints?
LIVA Telecom | Level 49, 8 Parramatta Square, Parramatta NSW 2150 | ABN: 32 621 849 518