Financial Hardship Policy


The Financial Hardship process is designed to help you come to an arrangement with us to help you catch up on your financial and contractual obligations with Infinity.

Financial Hardship assistance is made available for customers who are experiencing temporary or long-term financial stress.

Common events leading to Financial Hardship may include:

Injury or illness
Unemployment or reduction of income
Family breakdown
Domestic or Family violence
Natural disasters
Death in the Family
Incarceration or other legal issues


Our aim is to get you back on track and in control of your monthly Infinity bill.

If you are experiencing Financial Hardship, we have a variety of options to help you get back in control.

Any help we can give will depend on your individual circumstances and will be on a case by case basis. Some of these options include, but are not limited to:

Long-term payment arrangements
Spend controls
Restriction of services to reduce financial over-commitment
Low cost interim options until the you can continue with original payments
Waiver of late payment fees
Waiver of cancellation fees


We’ll always try to find a solution that helps you to discharge your financial obligations to us and meets your needs. To fully understand your situation, we will ask questions about your circumstances and might request supporting documentation. We might ask for details of your income, and your current contact details, for example, but we’ll keep this information strictly confidential and in accordance with our privacy policy.

If you believe you’re experiencing financial hardship, please download and complete as much as you can on our Statement of Financial position form and return it to

Our team can also be contacted by Phone:
Hardship Enquiries: 13 46 34
Hours of Operation: Monday - Friday 9.00 am – 5:00 pm AEST

By Email:

By Mail:
Infinity Financial Hardship Case Manager
PO Box 450, Menai Central NSW 2234


If we request information about your circumstances and it’s not provided to us, we may not be able to make an assessment about your eligibility under our Financial Hardship policy. Once all requested information (if applicable) has been provided, we will make an assessment within 5 business days and advise you of the outcome. We will not charge you for this assessment.

Your Financial Hardship assessment will be subject to a review every three months, to make sure the arrangement is still suitable to your financial position. If your financial position changes, for better or worse, please contact us at your earliest convenience to discuss your situation.


If you are facing financial difficulty, you may wish to obtain advice from a community financial counsellor.

You can talk to a financial counsellor from anywhere in Australia by calling 1800 007 007 (Monday to Friday, 9.30 am – 4.30 pm). This number will automatically switch through to the service in the State or Territory closest to you, or you can visit the National Debt Helpline

If you would like a Financial Counsellor to work with us on your behalf, you’ll need to contact us to provide authority for this.