Document ID: chunk:federal_register_of_legislation:F2024L00133:reg:35
Version: federal_register_of_legislation:F2024L00133
Segment Type: reg
Provision Reference: reg 35
Character Range: 44702–46061

35  Arrangements for financial hardship assistance

       (1)  If:

           (a) a provider has entered into an arrangement with a customer for financial hardship assistance before the commencement day (the original arrangement); and

           (b) immediately before the commencement day, the original arrangement is still on foot;

       the provider must, within the transition period:

           (c) review the original arrangement against the payment assistance policy established by the provider under section 7 of this industry standard; and

           (d) if the arrangement does not comply with the new policy - make an offer in writing to the customer to replace the original arrangement with a new arrangement for financial hardship assistance that is consistent with the payment assistance policy referred to in paragraph (c) (the new arrangement) (noting that if the customer does not accept the offer before the end of the acceptance period, the customer is taken to have declined the offer); and

           (e)  if the customer accepts the offer, transition the customer to the new arrangement.

       (2) In this section:

       acceptance period is a period of 10 business days starting on the date the offer is made under paragraph (1)(d).

       transition period is a period of 20 business days starting on the commencement day.