Hardship Policy

Goulburn Valley Water recognises the importance of its obligation to maintain open communication between the Corporation and its Customers.

For the purpose of this Hardship Policy, the definition of a customer in financial hardship is:  “A customer who has been identified as a Hardship Customer either by self assessment, an internal assessment process or by an independent accredited Financial Counsellor as having the intention but not the financial capacity to make required payments in accordance with the Corporation’s payment terms”. 

Goulburn Valley Water believes there are two types of financial hardship; temporary and long term.

Whatever assessment takes place, our customer service staff should consider the following indicators when determining a customer’s eligibility to be treated as a hardship Customer:

• Temporary Hardship

  • A sudden change in circumstances (unemployment, ill health, separation, a death in the family, a loss resulting from an accident) or some other temporary financial difficulty;

  • A significant increase in water consumption;

  • High unexpected expenses for essential items.

• Long Term Hardship

  • Low/fixed income;

  • People eligible for a Government funded concession (E.g.  Health Care Card, Social Security Benefit, etc.);

  • People who have previously applied for a Utility Relief Grant;

  • People whose payment history shows they have had difficulty meeting Goulburn Valley Water's payment terms in the past;

  • A tenant.

This document explains how every effort is made to provide flexible payment options and assistance.

Goulburn Valley Water is committed to:

• Treating all customers respectfully, sensitively and without judgment.

• Allowing customers to have their case individually considered and ensuring their circumstances are kept confidential.

• Allowing customers to nominate an amount that he/she can afford to pay on a periodical payment plan.

• Allowing customers to renegotiate the amount of their installment if there is a change in their circumstances.

• Ensuring individuals and families in the Corporation’s jurisdiction receive the level of concession provided by the Commonwealth Government (Pension Card / Health Care Card).

• Assisting with non-English speaking Customers by providing an Interpreter Service for all enquiries.

•  Actively promoting and implementing the availability of:

o    The Victorian Government’s Utility Grant Scheme to domestic Customers who are unable to pay their water account due to financial difficulty;

o    The Victorian Government’s Capital Grant Scheme to domestic property owners to assist with the repair or replacement of an essential appliance;

o    Any current Victorian Government Funded water conservation and retrofitting programs;

o    Financial Counsellors;

o    The Victorian Government’s Sewerage Connection Hardship Relief Grant Scheme; and

o    Water Conservation brochures to assist in reducing consumption.

• Maintaining ongoing dialogue with Financial Counsellors to improve the Corporation’s understanding of the complex issues surrounding financial hardship.

• Not restricting a customer’s water supply if the customer has agreed to a payment arrangement and is meeting it.

• Avoiding legal action and additional debt recovery costs whilst the customer continues to make payments according to an agreed schedule.  Goulburn Valley Water may also waiver penalty interest costs in certain situations where a customer is adhering to their payment schedule.

• Continuously improving the various payment options, which include, but are not limited to:

o   Centrepay Deduction: This is an excellent option available for customers who have difficulty in meeting their payment obligations.  The customer arranges an amount to be automatically taken out of their Centrelink payment prior to the payment going into their bank.  This option ensures that customers’ payment schedules are adhered to and avoids customers paying bank fees if the funds are unavailable.

• Billpay: Allows customers to take their Goulburn Valley Water Account into any Australia Post Office to make payments.  Customers can also use their Easyway Cards to make payments at Australia Post.  Payments over the telephone or via the internet are also accepted in this method.

• Direct Debit: Customers can pay their Water Accounts in full via direct debit or periodically whereby an amount and timeframe they have nominated is debited out of their bank account.  This option assists customers who are paying on an arrangement.

• Bpay: Is a payment option if the customer is a registered user through their financial institution.  Bpay can also be set up through the customer’s financial institution to pay a regular amount to their Goulburn Valley Water account.

• Easyway Payment Card: Goulburn Valley Water offers a payment card which can be used by customers at our office or at any Australia Post outlet to make payments periodically.  The card also assists customers to budget and meet payment obligations.

• Payment Arrangement: Customers are able to speak to our Customer Service Officers to arrange a payment arrangement that suits them and one which they nominate so that they are able to meet the payment schedule.

Goulburn Valley Water's Customer Service Officers always encourage customers to inform us as to their personal circumstances surrounding non-payment of accounts.  The Officers then discuss the range of payment options available to the individual customer and assist them in working out the best option for their siutation.

The Customer Service Officers are constantly kept up to date with the payment options available.  Information regarding different payment options and Government grants is readily available at the Corporation’s office at 104-110 Fryers Street, Shepparton or by telephoning the Customer Service Staff on 1300 360 007.

This Hardship Policy shall be reviewed and updated on an annual basis to reflect relevant developments.
 

Peter A Quinn

MANAGING DIRECTOR
Revised 9 June 2009