sch.3-sec.14Payment difficulties and hardship

sch.3-sec.14 Payment difficulties and hardship

If you experience difficulties purchasing a power card or paying a bill issued to you by us because we have undercharged you and you inform us in writing or by telephone that you are experiencing difficulties in purchasing the power card or paying the bill, we must provide you with the following information— information about the availability of government-funded rebates, concessions or relief schemes; a copy of our customer hardship policy; information about the availability of financial counselling services. Also, if you are a customer experiencing payment difficulties due to hardship, further protections may be available to you under our customer hardship policy, the National Energy Retail Law and the Rules. You must inform us in writing or by telephone if you have formally been granted assistance under any government-funded rebate, concession or relief scheme. We must comply with any community service agreement to make any payments to you under the government-funded rebate, concession or relief scheme. (sch.3-sec.14-ssec.14.1) If you experience difficulties purchasing a power card or paying a bill issued to you by us because we have undercharged you and you inform us in writing or by telephone that you are experiencing difficulties in purchasing the power card or paying the bill, we must provide you with the following information— information about the availability of government-funded rebates, concessions or relief schemes; a copy of our customer hardship policy; information about the availability of financial counselling services. Also, if you are a customer experiencing payment difficulties due to hardship, further protections may be available to you under our customer hardship policy, the National Energy Retail Law and the Rules. (sch.3-sec.14-ssec.14.2) You must inform us in writing or by telephone if you have formally been granted assistance under any government-funded rebate, concession or relief scheme. We must comply with any community service agreement to make any payments to you under the government-funded rebate, concession or relief scheme.

• (a) If you experience difficulties purchasing a power card or paying a bill issued to you by us because we have undercharged you and you inform us in writing or by telephone that you are experiencing difficulties in purchasing the power card or paying the bill, we must provide you with the following information— (i) information about the availability of government-funded rebates, concessions or relief schemes; (ii) a copy of our customer hardship policy; (iii) information about the availability of financial counselling services.
• (i) information about the availability of government-funded rebates, concessions or relief schemes;
• (ii) a copy of our customer hardship policy;
• (iii) information about the availability of financial counselling services.