Document ID: chunk:federal_register_of_legislation:F2024L00133:reg:13
Version: federal_register_of_legislation:F2024L00133
Segment Type: reg
Provision Reference: reg 13
Character Range: 19854–20718

13  Minimum content requirements – payment assistance policy summary

       The summary referred to in subparagraph 8(1)(g)(ii) must:

       (a) be a maximum of 500 words in length and in a font style and size that is clear and easy to read;

       (b) state that financial hardship customers have a right to apply for short term assistance and long term assistance;

       (c) advise that financial hardship assistance is free of charge;

       (d) set out:

           (i)  how financial hardship is defined;

           (ii)  the options for assistance offered by the provider;

           (iii)  how the customer can make an application;

           (iv) how the customer can make a compliant to the provider or the TIO; and

           (v)  how the customer can contact financial counselling services and the TIO.

Part 3—Financial Hardship Assistance