Polestar Automotive Australia Pty Ltd – Financial Hardship Policy for Internet Services

At Polestar we are committed to keeping you and your family safe and connected during difficult times.

What is financial hardship?

Financial hardship can affect us all in different ways.

If you are struggling to pay your Polestar Internet Services charge because you or an immediate family member has been unwell, there was a death in the immediate family, you have lost your job or you have been impacted by domestic or family violence or a natural disaster, Polestar may be able to help you by coming to a payment or other arrangement that meets your needs so you can continue to access Polestar Digital Services.

How can I talk to Polestar?

If you are suffering from financial hardship, you should contact the Polestar Customer Support Centre via:

Polestar Customer Support65 Epping RoadNorth Ryde NSW 2113

By email:custsupp@polestar.comBy phone:1800 014 544 (during the period 9.00am to 5.00pm on a business day in Sydney)

What information may Polestar ask me to provide?

In order for Polestar to make an assessment of whether Polestar is able to provide assistance under this financial hardship policy we may ask you questions about your personal situation and request you to provide us with certain documents e.g. income details, other reasonable information as to how long your financial hardship will continue and most recent contact details. If you do not provide that information an assessment may not be made. Also, if you provide us with false or incomplete information, then we may terminate any arrangements that we have previously agreed under this policy. This information and any supporting documentation that we may require will need to be provided to the Polestar Customer Support Centre, at the contact details set out above. Your personal information will be processed in accordance with our Privacy Policy: https://www.polestar.com/au/legal/privacy/privacy-policy/

What options may be available to me?

We minimise the risks of financial hardship for our customers as the Digital Services is a pre-paid service, which does not provide for the payment of additional fees for excess data usage.  In addition, we may offer one or more of the following options to our customers experiencing financial hardship as it relates to the use of the Digital Services:

  • Flexible payment arrangements for the Internet Services, that allow you to pay in advance in fixed monthly instalments rather than for a longer period
  • A waiver of the fees for the Internet Services for a short period of time
  • The waiver of late payment, cancellation or other fees
  • A temporary hold on your account so you don't have to pay your bill for our Digital Service immediately but still maintain access to the Internet Services for a period of time
  • An incentive for making payment for the Internet Services, for example, a discount on your next Polestar service.

The option or options offered, if any, will depend on what is appropriate in the particular circumstances.

We will consider your request

We will consider all of the material that you provide to us, and the amount you would owe us to acquire the Internet Services, in making an assessment of financial hardship under this policy. We will not charge you for making an assessment. We will make an assessment in a fair manner. After we have received your request, our Customer Support team will come back to you within five (5) working days with our proposed options or we may come back and request additional information. In cases where we cannot agree to your request, we will let you know why and give you details of an alternative arrangement that we think will work for you.

We will always confirm the details of the arrangement with you by email within five (5) working days, and will notify you of your rights and obligations as well as the duration of the arrangement. Our aim is to work with you to find a suitable solution for your situation, and so ask that you please let us know if your circumstances change.

Where can I get further help?

There are a number of free and helpful support programs available across Australia if you experiencing financial hardship.

You can visit the Government Money Smart website or speak to one of National Debt Helpline's Financia Counsellors. Call: 1800 007 007 (Monday to Friday: 9:30am - 4:30pm). Visit: http://www.ndh.org.au

For personal support contact Lifeline on 13 11 14 or visit their crisis support online chat. Visit Lifeline's website: https://www.lifeline.org.au/


If you are unhappy with our suggested outcome or the way we have handled your request for financial hardship assistance, you can lodge a complaint with Polestar:

By email:custsupp@polestar.comBy phone:1800 014 544 (during the period 9.00am to 5.00pm on a business day in Sydney)

Our complaints handling policy is available here: https://www.polestar.com/au/legal/terms-conditions/internet-services-complaints-handling-policy/