Document ID: chunk:federal_register_of_legislation:F2024L00133:reg:18
Version: federal_register_of_legislation:F2024L00133
Segment Type: reg
Provision Reference: reg 18
Character Range: 30070–30948

18  Minimum requirements – options for assistance

       (1) A provider must make available, options for assistance to help financial hardship customers that are realistic, appropriate and tailored to suit the needs of the customer, including a minimum of 6 options referred to in the definition of options for assistance, which must include the options referred to in paragraphs (a) and (e).

       Note:  This subsection does not limit the number of options a provider can offer or accept to help financial hardship customers with their bills.

       (2) When tailoring an option for assistance to suit the needs of a customer, a provider must account for the customer's individual circumstances and capacity to pay, including by considering options appropriate to the ongoing management of payments for a customer who is a victim survivor of domestic or family violence.