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Hardship - Coggle Diagram

- - - - If customer calls to enq re EAPA, DON'T advise a $$$ amount as its not guaranteed how much will be applied
- - - - 2- Advised POP possibility
        
        3- Assess if customer is in hardship or payment difficulty
        
        If Hardship
        
        Inform hardship policies / arrangemetns
        
        Check for concession eligabliity
        
        Check is on the lowest cost plan
        
        1 more item...
        
        If payment difficulty
        
        Inform customer of options
        
        Check for concession eligability
        
        Set up payment plans based on customer capacity to pay
        
        1 more item...
- - - - Failure to comply means a reportable breach and can be fined considerable amounts and possible legal actions
        
        Do's:
        
        Ensure they are onhte best energy plan
        
        Advise them about goverment concessions, relief or energy rebates they might be able to recieve
        
        Give them ideas about how to reduce their energy use
        
        Talk about payment plan amounts that suit their circumstances
        
        Contact the customer to set up an new payment plan if the first is cancelled for non-payment
        
        Keep the customer on POP until they have had two payment plans cancelled in the last 12 months
        
        Dont's:
        
        Make a change to their plan without agreement (EG not put them on a shortened collection cycle without concesent
        
        Charge late payment fees
        
        require a security deposits
- - - - Need to assess what arrangements are going to best suit their situation
        
        Need to consider current balance, future energy needs, budget constraints