URGENT MONEY MATTERS
For urgent money matters the following 3 steps are the same if you are having trouble paying electricity, gas, water or mobile, phone or internet bills, debt repayments including rent or mortgage, pay day loans or Buy Now Pay Later repayments.
WHAT TO DO IF YOU ARE HAVING TROUBLE PAYING BILLS OR DEBT
REPAYMENTS
 | Key messages for people having trouble paying bills or debt repayments:
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Steps To Take
1. Work out how much you can afford to pay
(either as a lump sum or on a regular payment plan)If you are required to make a payment plan, it is important to know beforehand how much you can realistically afford. Find out about developing a money plan here.
2. Contact your provider to let them know you are having trouble paying
Tell the provider you can’t pay at the moment. You can ask to speak to the hardship department who are trained to support you in the best way possible. You can call, email or check their website for self-service options. We have included some hints on what you can say here.
3. Request confirmation of any new payment arrangements in writing
Keep this for your own records, and as a reminder of your new arrangement.
4. If you think you have been treated unfairly you can make a complaint
Before making a complaint to the relevant authority, you must try to resolve the issue with your provider. If you are still unsatisfied, contact the relevant external dispute authority with details of your complaint.
| What is your Complaint about? | External Dispute Resolution service | Contact |
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| Energy & Water |  |
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| Phone & internet |  |
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| Credit, finance, loans, insurance, banking, financial advice, supeernuation |  |
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5. Think about ways to improve your money situation in the future
Such as: do you need a credit card; are you on the best plan available; can you reduce your energy usage? See the Everyday Money Matters section for ideas and strategies
MAKING THE CALL TO A UTILITY HARDSHIP DEPARTMENT
The following information can be given to a client who is having trouble paying their bills or managing their repayments, or workers can use this a guide to assist their clients.
- If you are having trouble paying a utility bill, contact your provider and let them know so they can help you.
- There are a range of options they can offer you such payment plans or checking your concession details are up to date on your account. Check the utility provider’s website for more information on the support they offer customers who are experiencing financial hardship.
- Use this guide to practice what you might say when you make the call.
What you can call your utility provider about | When you call:
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UTILITIES
- Follow steps 1-3 of above section
- If you have an eligible concession card, make sure it is connected to your account with your provider
- Ask your provider if you can get a grant to help pay your bill
- Not sure what to say when you call? Here’s some hints
- See some quick tips for reducing energy usage here.
- For more information on the $250 Power Saving Bonus click here
Local providers in G21 Region (if don’t see your provider here, check your bill for contact details):
Click on logos for the provider’s financial hardship information
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 | 131 245 |
 | 133 466 |
 | 13 24 61 |
- If you are not happy with how your provider treats you, or the outcome of your call, contact the Energy & Water Ombudsman 1800 500 509 8:30 am – 5 pm, Monday to Friday.
- See some quick tips for reducing energy usage here.
PHONE, MOBILE & INTERNET
- If you are not happy with how your provider treats you, or the outcome of your call, contact the Telecommunications Industry Ombudsman: 1800 062 058 8am – 5:30pm, Monday to Friday
- Check if you are on a plan that suits your needs – you may be being charged for features you don’t use! Moneysmart has more information here
- Your provider can also help by looking at your past activity to see whether you are going over data or call limits
USEFUL RESOURCES
| Video: Need help paying energy bills? Australian Energy Council: financial support factsheet |
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| Australian Energy Council: financial support factsheet |
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| Energy & Water Ombudsman Victoria (EWOV): how we help brochure |
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| Energy & Water Ombudsman Victoria EWOV: how we help Easy English |
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| TIO: tips for consumers factsheet |
DEBT REPAYMENTS
Credit Cards
- Follow steps 1-3
- If you are not happy with how your provider treats you, or the outcome of your call, contact the Australian Financial Complaints Authority (AFCA) 1800 931 678 9am – 5pm, Monday to Friday
- Consider whether you need a credit card in the future. Moneysmart has more information on alternative options and tips for managing credit card payments and/or debt here
Buy Now Pay Later Services (BNPL)
BNPL offer you a loan to purchase goods and services and repay the loan in instalments. Current consumer credit laws do not apply to BNPL.- Follow steps 1-3
- If you are not happy with how your BNPL service treats you, you can only make a complaint to AFCA if your provider has voluntarily joined AFCA. To see whether your provider is an AFCA member, use this tool
- If you are not sure if the service has been unfair, you can get free advice from the Financial Rights Legal Centre on 1800 844 949
Payday Loans
Payday loans are loans of up to $2,000, with up to 1 year to repay. They have high fees and can trap people into a cycle of debt.- Follow steps 1-3
- If you have no income or cannot pay anything, you can ask for a debt waiver (a debt waiver means you no longer have to pay the debt)
- Payday lenders need to follow responsible lending laws, which means they need to ensure a borrower will not experience financial hardship as a result of repaying the loan. If you or your client won’t know if responsible lending laws were followed, call the CALC Worker Advice Line: (03) 9602 3326 10 am – 1 pm & 2 pm – 5 pm, Monday to Friday (Wait times can be 5-10 minutes and are busier in the mornings).
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If you need further help about any of the debts above, you can also chat online to a financial counsellor. Click on the chat box in bottom right hand corner of the screen. They also have information about your rights when dealing with debt. |
USEFUL RESOURCES
 | Credit Card Calculator Work Out: |
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Financial Rights Self-Help Centre includes:
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RENT
- Follow steps 1-3
- Rent is a priority bill, so keep paying what you can afford to pay
- Inform your landlord or rental agent if you are about to fall behind with the rent, and request a new payment arrangement
- Make your request in writing so you have evidence you have tried to resolve your payment difficulty
- If you receive Centrelink you may be eligible for Rent Assistance
- If your ability to pay rent has been impacted by Covid-19, you may be able to get a loan without interest to pay your rent
- If you cannot come to an arrangement with your landlord or rental agent, you can seek support from:
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| Public or Community housing |
 | Private rental | |
 | 03 5223 5461 | Private Rental Assistance Program (PRAP) |
 | Advice about renter’s rights, VCAT, eviction |
- None of the services above provides housing; they can support you to maintain your tenancy where possible, understand your options, and can provide a referral to legal and financial support services as required.
- Renters do have certain rights, so it is important to get to know them.
MORTGAGE
- Follow steps 1-3 as outlined on page 12
- Like rent, paying your home loan is a priority, so keep paying what you can afford to pay
- Get in touch with your lender straight away, ask to speak to the hardship department
- The contact details of banks’ hardship departments are available on the Australian Banking Association’s website under financial difficulty
- If you can’t come to an agreement with your lender, you can make a dispute with AFCA.
USEFUL RESOURCES
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Dear Landlord helps private renters who are behind or about to be behind in their rent to
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Household Relief no-interest loans of up to $3000 can assist those impacted by COVID with:
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Mortgage calculator Work out:
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Find out about:
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WHAT TO DO WHEN YOU ARE HAVING TROUBLE PAYING ANY OF ABOVE
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WHAT TO SAY WHEN CALLING ABOUT TROUBLE PAYING ANY OF THE ABOVE
