Affordable payment arrangements are difficult to arrange ‘What is happening is just bill smoothing … That is not hardship. It is not taking into account capacity to pay.’ Consumer advocate interviewee ‘[An affordable payment plan] gives people the dignity to be able to pay - people want to pay.’ Financial counsellor interviewee Financial counsellors, as well as a number of the focus group participants, noted that affordable payment arrangements were difficult to arrange. Some of the industry interviewees were also aware of this problem, noting that sometimes customers could be too optimistic about what they could afford. They recognised that customers may agree to an arrangement simply to terminate the call. One telco consumer spoke of her difficulties in attaining an arrangement that she could afford, one that would allow her to buy food and meet her other living needs. She had to be forceful in order to negotiate an affordable arrangement – more forceful than most other consumers might be. ‘I was slapped with international roaming charges. I came back home and had a $1500 bill and nearly had a heart attack. I called and asked for a payment plan. The girl on the phone said, “I have no authority”. I said, “I can’t pay it.” And she said “You’re going to have to.” I said “This is the amount you’ll have to accept each week.” She said “I have no authority.” I said “Well put me on the phone with someone who does have it. I can’t buy groceries if I pay that.” It was $200 or something. She put me on to her supervisor and they called me back, and lo and behold they said “That’s fine – you can pay installments.” ’ consumer focus group participant (4 Dec) Financial counsellors also discussed the difficulties in assisting clients with long term problems. term arrangements were beneficial, but only if the client’s problem was of the same duration. Flexible payment timing was also a critical factor for some individuals. A financial counsellor said that some low-income clients managed their payments so that they synchronised with receipt of their Centrelink benefit. However ‘with some companies, you can’t make fortnightly payments until
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