Payment Policy

Payment Difficulties

We understand that customers could experience difficulty in paying their account but are not experiencing actual financial hardship.

Payment difficulty can arise from situations such as, but not limited to;

receiving a bill that is significantly higher than anticipated or budgeted for
unexpected external financial commitments have left them short to pay their bill by the due date

Our Customer Contact staff members can discuss your concerns about not being able to pay on time and can assist you with a payment extension of up to 14 days. Payment plans or extensions longer than the maximum of 14 days will be treated as a Financial Hardship case. Refer to our Financial Hardship policy.

Our Customer Contact staff can also assist you with the management of your future bills and avoid unnecessary debt recovery action. Crazy John’s offers the following options to assist you in the prevention of future payment difficulties;

Limiting your services
Interim payments
Paying by Direct Debit

To request a payment extension or discuss your options, please contact our Customer Contact Centre on 1300 303 646

Financial Hardship

This policy outlines the financial hardship assistance options available to the customer who is experiencing financial hardship. Crazy John’s recognises that it is has an obligation to provide assistance to those customers who do not have the capacity to pay their account due to unforeseen or extenuating circumstances.

Financial hardship can occur from a range of varying circumstances. Hardship can be either short-term or long-term. Some of the common causes of hardship include, but are not limited to;

Loss of employment of the customer or family member
Family breakdown
Illness, including physical incapacity, hospitalisation, or mental illness of the customer or family member
A death in the family
Other factors resulting in unforeseen change in the customer’s capacity to meet their payment obligations, whether through a reduction in income or through an increase in non-discretionary expenditure.

Our staff members are trained to be sensitive and flexible in addressing customer concerns, in considering a customer’s individual circumstances, in providing options for the financial management of the debt and in ensuring that any continuing service whilst on a payment arrangement does not worsen the customer’s financial situation.

In the situation where a customer is experiencing genuine financial hardship, is willing to pay and is seeking financial assistance, Crazy John’s will work together with the customer to reach an appropriate and amicable solution for the outstanding debt to the satisfaction of both parties. Crazy John’s may restrict access to certain services whilst a payment plan is in place and /or manage the relevant customer’s future spending.

Supporting documentation may be required to assist in ascertaining eligibility and in agreeing to a reasonable payment arrangement.

Financial Counselling is available by contacting your local Financial Counsellor or Consumer Advocate.

For your local service contact your local social services, or the following:

QLD        Financial Counselling Services of Queensland (07) 3257 1957
NSW       Credit and Debt Helpline 1800 808 488
ACT        Care Financial Counselling (02) 6257 1788
VIC         Consumer Credit Legal Service (03) 9602 3800
TAS         Anglicare Financial Counselling 1800 243 232
SA           UnitingCare Wesley Adelaide (08) 8202 5180
WA         Financial Counsellors Resource Project (08) 9221 9411
NT          Anglicare Financial Counselling 1800 898 500

How to find out more, or request a financial hardship assistance application form

By phone: 1300 303 646
By mail: Level 1, 251 City Road South Melbourne Vic 3205
By email: Customer.care@crazyjohns.com.au

Version: Payment Policy 070806

All offers subject to change and available whilst stocks last. 1) Network Locking: Prepaid handsets are locked to the Crazy John’s network, a $70 fee applies if network locking is removed within the first 6 months from activation date. Postpaid handsets are locked to the Vodafone or Crazy John’s Network, charges may apply to unlock, check handset box for details. 2) Credit Expiry: Prepaid - 30 day credit expiry applies, use your credit on standard talk, text and more, some services excluded. Postpaid - 1 month credit expiry applies, Crazy John’s fair use policy applies, the amount of credit available on certain call types is restricted. 3) Crazy Caps: Available to approved customers who connect to the $19/$29/$49/$79/$99 Crazy John’s Cap for 12 or 24 months. Minimum monthly commitment is $19/$29/$49/$79/$99 respectively. The minimum cost to the customer on the $19/$29/$49/$79/$99 plan over 24 months is $456/$696/$1176/$1896/$2376 and over 12 months is $228/$348/$588/$948/$1188, plus any additional usage above the included value, plus monthly handset repayments over the term of the contract if applicable. Early Exit Fee of $9.50/$14.50/$24.50/$39.50/$49.50 respectively x months left on contract applies if not connected for 12 or 24 months. 4) CrazyTalk: Bonus talk time from Crazy John’s to Crazy John’s mobile services within Australia. Prepaid services require an active credit balance (minimum $0.10) to use CrazyTalk. 5) Free Gift: Offer is valid for a limited time and only to approved customers on selected plans. 6) RRP: Refers to the suppliers Recommended Retail Price for Australian retailers. Click here for full terms and conditions on all Crazy John's services. 7) Vodafone Caps: Approved customers only. Minimum monthly spends respectively: $29, $49, $79, $99 & $129; minimum total costs over 24 months respectively: $696, $1176, $1896, $2376 & $3096; Early Exit Fees respectively: $29, $49, $79, $99 & $129 x months left on the contract – these costs exclude additional or excluded call and service costs (if applicable). Vodafone live! downloads and some services excluded. Vodafone Pty Limited ABN 76 062 954 554. Click here for full terms and conditions on all Vodafone services.