Document ID: chunk:federal_register_of_legislation:F2024L00133:reg:14
Version: federal_register_of_legislation:F2024L00133
Segment Type: reg
Provision Reference: reg 14
Character Range: 20718–21349

14  Minimum requirements - identifying financial hardship customers

    A provider must take all reasonable steps necessary to identify financial hardship customers for the purpose of advising on options for assistance as early as possible, including by:

       (a) following the steps in section 15; and

       (b) making reasonable efforts to communicate in writing with a customer after it becomes aware that the customer:

           (i) has more than 2 consecutive overdue bills;

           (ii) a total of 3 overdue bills in the previous 6 month period; or

           (iii) if a customer has arrears of more than $200.