Our commitment

Digital Soul Australia (Digital Soul) is committed to helping customers who are experiencing financial difficulty. We understand that circumstances change, and we will work with you to find a manageable solution — consistent with the Telecommunications Consumer Protections Code (TCPC) and the Telecommunications (Financial Hardship) Industry Standard 2024.

Who this applies to

This policy applies to all residential and small-business customers of Digital Soul connectivity services who are experiencing genuine financial hardship — whether temporary or long-term.

How to let us know

If you are having difficulty paying your bill, contact us as soon as possible:

Email: enquiries@digitalsoulaustralia.com.au
Web: Use the contact form at digitalsoulaustralia.com.au/contact

We will treat your situation with respect and confidentiality.

What we can do

Depending on your circumstances, we may offer one or more of the following:

Payment plans — spreading overdue amounts across manageable instalments
Payment deferrals — temporarily postponing a payment due date
Service restrictions — moving you to a lower-cost plan to reduce future charges while maintaining connectivity
Spend controls — applying caps or alerts to help manage usage
Waiver of late-payment fees — where appropriate to your circumstances

We will not disconnect your service solely due to an inability to pay while we are actively working with you on a hardship arrangement.

Assessment

We will assess each request on its merits and respond within five business days. If we are unable to offer assistance, we will explain why and advise you of your right to escalate.

Financial counselling

Free and independent financial counselling is available through the National Debt Helpline on 1800 007 007 or at www.ndh.org.au.

Escalation

If you are not satisfied with our response, you may escalate through our complaints process, including to the Telecommunications Industry Ombudsman (TIO) at www.tio.com.au or 1800 062 058.

Financial Hardship Policy