Financial hardship means you cannot meet your payment obligations to LIVA because of circumstances such as illness, unemployment, insufficient income, domestic or family violence, a death in the family, a relationship change, natural disaster, unexpected events or other reasonable causes, and you believe an agreed assistance arrangement would help you meet those obligations.
You have the right to apply for short-term assistance (up to three billing cycles) or long-term assistance (more than three billing cycles). Applying, assessment and financial hardship assistance are free of charge.
Depending on your circumstances, options include payment plans, payment deferrals or extensions, spend controls, temporary service restrictions, temporary plan downgrades at no additional cost, alternative arrangements or plans including discussion of prepaid services, and waiver of late payment fees where appropriate. We work with you to agree on a sustainable arrangement. Keeping you connected is a priority; disconnection is a last resort.
Apply using the form below. To discuss options or get help applying, call 1300 345 148 or email hardship@livatelecom.com.au. We assess applications as soon as practicable and within five business days of receiving them, and notify you within two business days after assessment.
To make a complaint or request a review, use our complaints process, call 1300 345 148 or email complaints@livatelecom.com.au. If unresolved, contact the Telecommunications Industry Ombudsman on 1800 062 058. Making a complaint does not affect your eligibility for assistance.
Free financial counselling is available from the National Debt Helpline on 1800 007 007.
Read the full Financial Hardship Policy.