What Is Financial Hardship? 

Difficulty in meeting payment obligations for a carriage service that arises from circumstances that are reasonably beyond the eligible customer's control including but not limited to: 

• reduced income
• illness or injury affecting your organisation
• unexpected events or unforeseen changes that have impacted your organisation’s income or expenditure
• other unforeseen events that impact your ability to pay
• natural disasters or emergencies.

Who Can Apply? 

This assistance is available to eligible AARNet customers, including: 

• eligible not-for-profit organisations; and
• eligible small business customers receiving telecommunications services from AARNet and have an annual spend up to $40,000.

If you're unsure whether you're eligible, please contact us. We encourage you to reach out regardless of your circumstances.

How to Ask for Help?

Phone: 1300 275 662, Option 5 — calls are free from landlines and mobiles within Australia. Available Monday to Friday, 8:00 am – 8:00 pm (local time).
Email: hardship@aarnet.edu.au
In writing: Hardship Team, PO Box 5519, Chatswood, NSW 1515

You may also authorise another person (such as a Financial Counsellor or Authorised Representative) to contact us on your behalf. We will deal with that person as if they were you, provided we have your written or verbal consent on record.

There is no fee to apply for financial hardship assistance.

What Support Is Available? 

Depending on your organisation’s circumstances, we may be able to: 

• arrange a payment plan that is affordable and sustainable
• postpone, extend or defer payment due dates
• move you to a lower-cost service or adjust your services to reduce ongoing charges
• reduce or waive certain fees and charges incurred because of financial hardship
• in exceptional circumstances, waive part or all of an outstanding debt. 

We assess each request individually and tailor the support offered to your organisation’s circumstances and capacity to pay.

What Happens After You Contact Us? 

• We'll listen to your circumstances and discuss the support options that may be suitable.
• We may ask for information to help us assess your application. We’ll only request information that is reasonably necessary.
• We’ll complete our assessment as soon as possible and within five business days of receiving a complete application.
• We’ll tell you the outcome as soon as possible and within two business days of completing our assessment.

During the Assessment Process 

While we are assessing your request for financial hardship assistance, we will not disconnect your service or refer the debt for external collection solely because it remains unpaid, unless we reasonably believe the request is fraudulent.

Need Independent Financial Advice? 

Free financial counselling is available through the Small Business Debt Helpline. 

Phone: 1800 413 828 
Website: sbdh.org.au

Review of Decisions 

If you are dissatisfied with a decision we make in connection with your application for hardship assistance (including a decision to refuse assistance), you may request an internal review. You can request a review by: 

• Calling: 1300 275 662 - select Option 5 and ask to speak with our Hardship Team
• Emailing: hardship@aarnet.edu.au
• Writing to the Manager, Compliance and Risk, AARNet Pty Ltd, PO Box 5519, Chatswood, NSW 1515.

Complaints 

At AARNet, we take complaints seriously. If you’re unhappy with our service, please let us know. We’re committed to handling complaints promptly, fairly, and transparently, and we’ll keep you informed at every step. 

Find out more about how to make a complaint