Experiencing financial difficulty?
At Brighte we understand that there are unexpected life events or unforeseen changes that can happen, making it difficult to meet your payments.
Brighte is committed in helping our customers that may be experiencing financial difficulty. Our hardship team will try to find you a suitable solution to manage your payments whilst you get back on your feet.
How do I apply for hardship assistance?
We will be asking you questions about your situation, to make sure we provide you with the right assistance. All requests for assistance will be treated in the strictest confidence as we work together to find a solution.
Helpful tools and resources for responsible spending and managing debt
Buy Now Pay Later Code of Practice
Brighte is also a member of the Buy Now Pay Later Code of Practice. This means that if the product we have provided you is our 0% Interest Payment Plan, in addition to contacting us or AFCA, you can report an alleged breach of this Code to the Code Compliance Committee (CCC). The CCC is an independent committee that has been established to monitor our compliance with this Code (as outlined in the Terms of Reference for the CCC).
You can access the Code by visiting https://afia.asn.au/BNPL-Documents.
If you have a specific complaint about us, you should first talk to us, and if you are not satisfied, then AFCA. The CCC will not consider your Complaint if you are still trying to resolve it with us, or within AFCA. To lodge a Complaint with the CCC, you can contact them at CCC-BNPL@afia.asn.au.
Electricity bill assistance
If you are part of our pilot program and need assistance, you may be eligible for help under our Stay Connected program.
When experiencing hardship, this program is part of Brighte’s commitment to work with you to find way to manage your energy accounts.
As part of our Stay Connected program, our customer support consultants will:
- Create a payment plan to your needs and financial situation
- Provide details relating to payment options, concessions and government relief schemes and concession programs.
- Offer advice on energy efficiency and mananegment.
- Check that you are on the right energy plan.
For more information you can download a copy of our energy hardship policy.
Lodging a complaint about your payment plan with AFCA
We are a member of an external dispute resolution scheme and in the unlikely event that we cannot resolve your request for hardship assistance, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA is a new external dispute resolution scheme that replaces the Credit & Investments Ombudsman (CIO). AFCA will provide fair and independent financial services complaint resolution that is free to use:
- Online: www.afca.org.au
- Email: email@example.com
- Phone: 1800 931 678 (free call)
- Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Before AFCA can investigate the matter, you must have first given us the opportunity to review it. Time limits may also apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.
Lodging a complaint about your electricity service with EWON
Escalating your complaint
If we have not been able to help you when you first contacted us or you’re not satisfied with the outcome of your complaint, you can escalate your complaint to our Customer Support Team:
You can out more information in our energy complaints policy.
Lodging with EWON
Whilst we hope that you contact us first about your concern, you can also receive free and independent advice from the Energy & Water Ombudsman of New South Wales.
You can lodge a complaint with the Energy and Water Ombudsman NSW (EWON).