Schedule B

Summary of upstream tech Financial Hardship Policy

Introduction

Some personal/residential and small business customers who are experiencing financial hardship may be entitled to special arrangements for upstream tech bills they cannot immediately afford to pay.

Depending on your circumstances, there may be options for helping to manage your financial difficulty e.g. payment plans, service restrictions and spending caps.

Eligibility is set out in upstream tech's Financial Hardship Policy.

Contacting us about financial hardship

You can contact us regarding financial hardship issues as follows:

The Financial Hardship Officer can provide more information and a copy of our policy. You can also access it on our support website here.

Information we may require

To process a financial hardship enquiry or application, we first ask for an Application (a link which is below this Summary) that identifies you, your account, and other basic information. You must send it, and any other supporting documentation we require, to the email address or postal address above, addressed to ‘Financial Hardship Officer, upstream tech’.

We may require further documentation, depending on the nature and circumstances of your claim eg (if relevant):

• evidence that you lost employment;
• evidence that you have consulted a financial counsellor;
• a statutory declaration by you;
• a statutory declaration by someone familiar with your circumstances;
• a medical

Our assessment of an application may be based on the information you provide or other information available to us.

If the information you provide is not sufficient for us to make an assessment, we will tell you that, and what other information is required.

If you do not provide information as requested, an assessment may not be made.

Application Form: Financial Hardship