Document ID: chunk:federal_register_of_legislation:F2024L00133:reg:9
Version: federal_register_of_legislation:F2024L00133
Segment Type: reg
Provision Reference: reg 9
Character Range: 15701–17217

9  Minimum content requirements – general

     A payment assistance policy must:

       (a) set out the provider's processes for assisting financial hardship customers;

       (b) be focused on the needs and expectations of financial hardship customers;

       (c) include a statement of intention, which expressly recognises:

           (i)            that the goal of the payment assistance policy is to prioritise keeping customers experiencing financial hardship connected; and

           (ii)         that disconnection will only be used by the provider as a measure of last resort;

       (d) state that customers have a right to apply for financial hardship assistance;

       (e) state that it is free of charge for customers to use;

       (f)  identify the times that customers can contact the provider to speak directly with personnel who are authorised to deal with applications, and include:

          (i) if the provider ordinarily makes available a telephone number as a contact method for its customers to contact the provider, a telephone number and at least one other contact point for that purpose; or

          (ii) if the provider does not ordinarily make available a telephone number as a contact method for its customers to contact the provider, at least two alternative contact points for that purpose; and

       (g) set out information on support services for customers in financial hardship, including how the customer can contact financial counselling services, and the TIO.