sch.2-sec.18Payment plans

sch.2-sec.18 Payment plans

The holder must offer and apply payment plans for a residential exempt customer experiencing payment difficulties if— the residential exempt customer informs the holder in writing or by telephone that the residential exempt customer is experiencing payment difficulties; or the holder otherwise believes the residential exempt customer is experiencing repeated difficulties in paying the residential exempt customer’s bill or requires payment assistance. However, the holder is not required to offer a payment plan to the residential exempt customer if the residential exempt customer— has had 2 payment plans cancelled due to non-payment in the previous 12 months; or has been convicted of an offence involving illegal use of gas in the previous 2 years. The holder must provide information to the residential exempt customer about the availability of— government-funded rebates, concessions or relief schemes; and appropriate financial counselling services. If the residential exempt customer requests the holder to permit payment by using Centrepay as a payment option, the holder may elect to permit this option. (sch.2-sec.18-ssec.1) The holder must offer and apply payment plans for a residential exempt customer experiencing payment difficulties if— the residential exempt customer informs the holder in writing or by telephone that the residential exempt customer is experiencing payment difficulties; or the holder otherwise believes the residential exempt customer is experiencing repeated difficulties in paying the residential exempt customer’s bill or requires payment assistance. (sch.2-sec.18-ssec.2) However, the holder is not required to offer a payment plan to the residential exempt customer if the residential exempt customer— has had 2 payment plans cancelled due to non-payment in the previous 12 months; or has been convicted of an offence involving illegal use of gas in the previous 2 years. (sch.2-sec.18-ssec.3) The holder must provide information to the residential exempt customer about the availability of— government-funded rebates, concessions or relief schemes; and appropriate financial counselling services. (sch.2-sec.18-ssec.4) If the residential exempt customer requests the holder to permit payment by using Centrepay as a payment option, the holder may elect to permit this option.

• (a) the residential exempt customer informs the holder in writing or by telephone that the residential exempt customer is experiencing payment difficulties; or
• (b) the holder otherwise believes the residential exempt customer is experiencing repeated difficulties in paying the residential exempt customer’s bill or requires payment assistance.
• (a) has had 2 payment plans cancelled due to non-payment in the previous 12 months; or
• (b) has been convicted of an offence involving illegal use of gas in the previous 2 years.