Document ID: chunk:federal_register_of_legislation:F2024L00133:reg:11
Version: federal_register_of_legislation:F2024L00133
Segment Type: reg
Provision Reference: reg 11
Character Range: 17942–19267

11  Minimum content requirements – assessment of applications

       A payment assistance policy must:

       (a) set out the steps a provider will take to assess a customer's eligibility for financial hardship assistance in accordance with section 16;

       (b) set out the eligibility criteria referred to in subsection 16(1);

       (c)  specify the types of information a customer may be required to provide to support an application depending on the circumstances referred to in subsections 16(2) and (3);

       (d) state that customers seeking short term assistance or who are a victim survivor of domestic or family violence are not required to provide evidence to support their application;

       (e) specify the timeframes that will apply for processing an application and to access assistance, including the timing requirements for assessments in section 17;

       (f) set out the options for assistance a provider makes available, including information about general assistance the provider offers to customers to manage payment obligations, and associated debts, to the provider; and

       (g) not include multi-step processes or mechanisms that unreasonably delay or prevent a customer from being assessed for eligibility to receive financial hardship assistance or from submitting an application.