Document ID: chunk:federal_register_of_legislation:F2024L00133:reg:17
Version: federal_register_of_legislation:F2024L00133
Segment Type: reg
Provision Reference: reg 17
Character Range: 29263–30070

17  Minimum requirements – timing for assessments and advice on outcomes

    When a provider assesses a customer's eligibility to access financial hardship assistance it must:

       (a) advise the customer how long it estimates it will take to complete the assessment;

       (b) complete the assessment as soon as practicable, but in any event, within 5 business days of receiving a complete application;

       (c) inform the customer of the outcome of an assessment as soon as possible, but in any event, within 2 business days after completing the assessment; and

       (d) advise the customer immediately if it becomes clear to the provider that the customer cannot be provided with financial hardship assistance because they do not meet the eligibility criteria specified in subsection 16(1).