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Financial hardship in the telco industry

Telco products and services are essential to the needs of Australians who rely on them to stay connected, communicate and do business.

However, many telco customers, at one time or another, may experience financial hardship and need assistance from their telco with arrangements to help them pay their overdue bills. For this reason, it is important that telcos have financial hardship policies in place that assist customers in need to meet their financial obligations and stay connected.

Our state of play report provides a snapshot of financial hardship indicators in the Australian telco industry, based on information obtained from the largest 11 telcos offering post-paid services during 2018–19.

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