Payment Assistance Policy Summary

BBIX Australia Pty Ltd (ACN 612 345 678) (LUNET™)

Eligible customers experiencing financial hardship have a right to apply for either short-term or long-term assistance by completing our Application Form on our website, or submitting the Application Form via email to lunet-admin@lunet.net.au or via post to Level 3, 696 Bourke St, Melbourne, VIC 3000. Alternatively, please call us on +61 399 700 445 (available from 9:00am to 5:00pm Australian Eastern Standard Time on business days). See the full Payment Assistance Policy for complete terms.

Definition of Financial Hardship

Financial hardship is a situation where:

1. A customer is unable to discharge their financial obligations owed under their consumer contract or otherwise discharge their financial obligations to a provider, due to circumstances including:
   1. Personal or household illness;
   2. Unemployment;
   3. Low or insufficient income, including reduced access to income;
   4. Being a victim or survivor of domestic or family violence;
   5. A death in the family;
   6. A change in personal or family circumstances;
   7. A natural disaster;
   8. Unexpected events or unforeseen changes that have impacted the customer's income or expenditure; or
   9. Other reasonable causes; and
2. The customer considers that they will be able to discharge those obligations if an agreed arrangement for financial hardship assistance relating to the supply of telecommunications products by the provider is implemented.

Available Financial Hardship Arrangements

Financial arrangements that we may agree to include temporarily postponing, extending or deferring the time for paying a bill, and setting up tailored payment plans. We may also consider implementing other arrangements to protect your connectivity, including:

• Discounting a specific bill charge;
• Applying a credit to your account;
• Waiving an outstanding debt;
• Matching payments made by you or giving you credit in exchange for payments made by you;
• Implementing controls on how you can incur charges with us, including spend controls via any spend management tools that we make available to you. Our spend management tools can assist you in taking timely actions to limit and/or manage your expenditure or usage allowance for the relevant services;
• Restricting or temporarily suspending your services, or limiting your usage of all or specific services;
• Removing non-essential features of a service or product at no cost;
• Transferring you to a different service that better suits your individual circumstances;
• Adjusting internal threshold limits so that you are not disconnected; or
• Offering a free non-automatic payment method.

External Help and Independent Support

If you are experiencing financial hardship, you may wish to receive confidential guidance from qualified financial counsellors or external support services. The organisations listed below provide free and independent advice:

Organisation Name	Contact Details
1800 RESPECT	Phone: 1800 737 732 • Website: www.1800respect.org.au
Lifeline	Phone: 13 11 14 • Website: www.lifeline.org.au
Beyond Blue	Phone: 1300 224 636 • Website: www.beyondblue.org.au
Way Forward	Phone: 1300 045 502 • Website: wayforward.org.au
Wesley Mission Financial Counselling	Phone: 1300 827 638 • Website: www.wesleymission.org.au
Gambler's Help	Phone: 1800 858 858 • Website: www.gamblinghelponline.org.au
Mensline	Phone: 1300 789 978 • Website: mensline.org.au
Counselling Online	Online Text Chat Only • Website: www.counsellingonline.org.au
Australian Competition and Consumer Commission	Phone: 1300 302 502 • Website: www.accc.gov.au
Centrelink (Services Australia)	Phone: 132 850 (Employment Services Line) • Website: www.servicesaustralia.gov.au
MoneySmart (ASIC initiative)	Phone: 1300 300 630 (ASIC Infoline Desk) • Website: moneysmart.gov.au
The Salvation Army	Phone: 13 72 58 (National Assessment Hotline) • Website: www.salvationarmy.org.au

Telecommunications Industry Ombudsman (TIO)

For independent external dispute handling, you are welcome to contact the TIO via the following options:

• Post: PO Box 276, Collins Street West, VIC 8007
• Telephone: 1800 062 058
• National Relay Service: Call on 1300 555 727 then ask for 1800 062 058
• Email: tio@tio.com.au
• Online Complaints Portal: https://www.tio.com.au/making-a-complaint

Feedback and Hardship Applications Inquiries

If you have a complaint about our handling of your application or our assessment of your eligibility for financial hardship assistance, you can make a formal complaint directly to us via:

• Email: lunet-admin@lunet.net.au
• Telephone: +61 399 700 445 (available from 9:00am to 5:00pm AEST on business days)

Alternatively, you may escalate the matter by contacting the TIO using the details listed in the section above.