Introduction
Twilio’s Australian Payments Assistance Policy (the “Policy”) covers how Twilio’s Australian Consumers experiencing “Financial Hardship” can apply for both short-term and long-term payments assistance from Twilio. It describes the:
- eligibility criteria;
- payments assistance options;
- ways to apply for payments assistance; and
- and how to file complaints and seek further counselling.
The assistance that Twilio provides under the Policy is free of charge.
A copy of the full version of the Policy is linked here.
What is “Financial Hardship”
Financial Hardship generally refers to situations where a Consumer is unable to fulfil its payment obligations for Twilio services due to unexpected circumstances. These circumstances can include unemployment, illness, injury, or a significant reduction in income, among others. It involves a Consumer’s inability to pay, rather than an unwillingness, and it describes financial circumstances that need special attention to manage and overcome.
Payments Assistance options
If Twilio assesses that you qualify for assistance, Twilio can offer the following assistance:
- Temporarily postponing, extending, or deferring the time for paying your bill;
- Applying a credit to your account;
- Payment plans tailored to your ability to pay;
- Controls on how you incur charges with Twilio;
- Restrictions on your access to Twilio’s service;
- Transferring you to a different, more suitable, Twilio service;
- Transferring you to a pre-paid service.
Applications for assistance
If you are an Australian Consumer and you want to apply for payments assistance from Twilio, you can contact us in the following ways:
- Phone: Call +61 7 4519 4014;
- Email: support@twilio.com; or
- Via the Contacting Twilio Support page.
To support Twilio’s assessment of your eligibility, you may be asked to provide documentary evidence, including financial statements, proof of unemployment, medical certificates etc. Twilio will assess your application (and may request further information or documentation as necessary) before informing you of its decision.
If, to support your application, you require Twilio to make accommodations based on language issues, disadvantage, disability, or any other special needs, please let us know how we can best assist.
Complaints regarding the Policy
If you are dissatisfied with Twilio’s handling of your application for assistance, you may request an escalation/review of the issue by Twilio. Twilio likes to make every attempt to resolve any issue but you can contact the Telecommunications Industry Ombudsman by phone on 1800 062 058 or visit tio.com.au/about-us/contact-us, if you'd like an independent investigation.
Contacting Financial Counselling Services:
Australian Consumers can also access free financial counselling services to help manage their situation better. The Policy contains a list of available services and contacts.
Consumer Protection
Twilio is committed to fulfilling its obligations to its Australian consumers in accordance with the Telecommunication Consumer Protections Code (TCP). For more information on the TCP, please refer to this online information Brochure: Telecommunication Consumer Protections Code – information for consumers