Document ID: chunk:federal_register_of_legislation:F2024L00133:reg:27
Version: federal_register_of_legislation:F2024L00133
Segment Type: reg
Provision Reference: reg 27
Character Range: 37425–38588

27  Training for personnel

       (1) A provider must deliver, or arrange for a third party to deliver, financial hardship training to its personnel who deal directly with consumers that complies with subsection (2).

       (2) Financial hardship training must be delivered to those personnel:

           (a) either:

              (i) within 3 months after the commencement of this industry standard, for those personnel who deal directly with consumers at that time; or

              (ii) before they first start dealing directly with consumers, for personnel not covered by subparagraph (i); and

           (b) annually after they first receive training.

       (3)  Financial hardship training delivered under this section must:

           (a) instruct personnel about:

              (i) the requirements under Parts 1 to 6;

              (ii) the contents of the provider's payment assistance policy; and

              (iii) the processes that the provider has implemented to comply with section 26; and

           (b) include an assessment component designed to test the knowledge of those personnel of the matters referred to in paragraph (a).