Document ID: chunk:federal_register_of_legislation:F2024L00133:reg:15:p1
Version: federal_register_of_legislation:F2024L00133
Segment Type: reg
Provision Reference: reg 15 (pt 1/2)
Character Range: 21349–24469

15  Minimum requirements - communicating with customers

       Advice and information

       (1) A provider must, where it communicates with a customer and the customer indicates they are a financial hardship customer:

           (a)  advise the customer about the provider's payment assistance policy and how to make an application;

           (b) discuss the provider's options for assistance under the payment assistance policy, and the processes and timeframes for applying for, and accessing, financial hardship assistance;

           (c) offer to provide the customer with a copy of the provider's application form (if any) and its payment assistance policy in a form that is suitable to the customer;

           (d) offer to provide an email address and telephone number of a general contact point to communicate with personnel who are authorised to deal with financial hardship matters and to discuss options to assist the customer; and

           (e)  if the customer has specific accessibility needs, (including a customer with a disability, from a culturally or linguistically diverse background, or who is a victim survivor of domestic or family violence or has other special needs) - assist the customer to make an application.

       (2) For the purpose of subsection (1), a customer may indicate they are a financial hardship customer if the customer:

           (a) mentions that they are having difficulty paying a bill;

           (b) informs the provider that they wish to know about options to assist them to reduce or manage spending;

           (c) informs the provider that they need help paying a bill;

           (d) mentions they are in any of the situations listed in paragraph (a) of the definition of financial hardship;

           (e) uses any language that indicates they are having financial difficulties, including any of the following, or similar, terms to describe their financial situation: money problems, difficulty, struggling, trouble, issues, problems, low income, cost of living or pressure; or

           (f) the customer otherwise indicates that they are experiencing financial hardship.

       When to give payment assistance policy and application form

       (3) A provider must, when communicating with a customer, give the customer a copy of its payment assistance policy and application form (if any) as soon as practicable after the customer:

           (a)  requests copies from the provider;

           (b) accepts the offer referred to in paragraph (1)(c); or

           (c) informs the provider that they wish to make an application;

       by a method that is suitable for the consumer.

       Minimum requirements for correspondence to customers

       (4) A provider must include, at a minimum, the following information in its written bills and reminder notices, and written communications sent to customers under paragraph 14(b):

           (a)  advice to customers about its payment assistance policy, including options for assistance;

           (b)  a hyperlink or web address for the page on the provider's website where the payment