We will tell you about our support program if:
You tell us you are having trouble paying your bill;
You are referred to our program by a financial counsellor or other community worker;
We are concerned that you may be experiencing financial hardship.
If you contact us to advise you are experiencing financial difficulty, we will work with you to:
Identify if a better energy plan is available for you;
Provide you with an electronic or printed copy of this policy;
Provide energy efficiency advice to assist you in reducing your future energy bills;
Provide information about government and non-government assistance that may be available to you;
Determine an appropriate payment plan.
If you have joined our program, we will not:
Customers not in arrears
Charge late payment fees
Require a security deposit
Make changes to your plan without your agreement. For example, we will not put you on a shortened collection cycle unless you agree first.
If you are experiencing financial difficulty but are not yet in arrears, you can request standard assistance under the payment difficulty framework. Our standard assistance offers the following to prevent customers going into arrears.
Customers in arrears >$55 including GST
The ability to make smaller payments over a specified period of time
Options for making payments at different intervals
The ability to extend the due date of an invoice for at least one invoicing cycle in any 12 month period
The ability to pay in advance
If you are able
to meet your future energy bills, but need assistance to clear outstanding arrears, we will:
Work with you to determine a payment plan to repay the outstanding amount over a period no longer than 2 years.
If you are unable
to meet your ongoing energy bills, we will:
Provide an initial period of 6 months where the repayment of your arrears is on hold, and your ongoing bill payment is less than the full amount of the bill.
at any time you are entitled to at least 6 business days to consider any information or payment options provided by us that relates to;
Accepting a Payment Plan
Not paying a invoice on time, or
replying to us in relation to paying an invoice on time.
We will accept a payment plan that achieves the following:
Makes payments of equal amounts at regular intervals that do not exceed one month.
Would clear any arrears within 2 years after the first payment.
Makes payments for ongoing energy use together with payments to reduce arrears.
Is calculated by estimated energy use.
Once a payment plan has been accepted we will send you a notice containing a schedule of your payments under the plan including the dates and amounts.
Amending the Payment Plan
The Payment Plan can be amended at your request, or as a result of quarterly reviews. It is important that you stay in contact with us if your circumstances change so we can continue to provide support under the Payment Difficulty Program (VIC). Any changes to the payment plan must meet the requirements.
Failure to meet the Payment Plan
If you fail to make the agreed payments we will contact you in the first instance to attempt to resolve the issue or enter into a revised payment plan. If you refuse to engage with us to make an alternative payment arrangement, we will remove you from the Payment Difficulty Program and commence our normal debt collection process. We will consider a payment plan failed after two consecutive missed payments however may at our discretion continue the payment plan in good faith.
Completion of the Payment Difficulty Program
If you have successfully completed your payment plan or met all your outstanding payment obligations to ReAmped, we will confirm your successful completion, remove you from the Payment Difficulty Program and return you to normal billing and debt collection procedures.
Transferring to another retailer
If you transfer to another retailer before completion of your payment arrangement, you will also be removed from the Payment Difficulty Program (VIC) and normal debt collection processes will commence.