090415 Financial Hardship Policy

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 a reasonable payment arrangement.

Financial Counselling is available by contacting your local Financial Counsellor or Consumer Advocate. To obtain contact details for local social services go to http://www.asic.gov.au/fido.

Contact details to find out more, or request a financial hardship assistance application form are as follows;

13 22 99
Crazy John's, PO BOX 455, South Melbourne, Victoria, 3205
consumer.credit.management@crazyjohns.com.au

Version: 090415 Financial Hardship Policy