Federal Register of Legislation
Telecommunications (Financial Hardship) Industry Standard 2024
The Australian Communications and Media Authority makes the following industry standard under subsection 125AA(1) of the Telecommunications Act 1997.
Dated: 1 February 2024 Nerida O'Loughlin [signed] Member
Carolyn Lidgerwood [signed] Member/General Manager
Australian Communications and Media Authority
Contents Part 1—Preliminary 1 Name 2 Commencement 3 Authority 4 Application of industry standard 5 Definitions 6 References to other instruments Part 2—Payment Assistance Policy 7 Establish, comply with and review payment assistance policy 8 Minimum requirements – accessibility and promotion 9 Minimum content requirements – general 10 Minimum content requirements – applications 11 Minimum content requirements – assessment of applications 12 Minimum content requirements – complaints and review 13 Minimum content requirements – payment assistance policy summary Part 3—Financial Hardship Assistance 14 Minimum requirements - identifying financial hardship customers 15 Minimum requirements - communicating with customers 16 Minimum requirements - assessing eligibility 17 Minimum requirements – timing for assessments and advice on outcomes 18 Minimum requirements – options for assistance 19 Acceptance and commencement 20 Minimum requirements – communicating arrangements 21 No charge for financial hardship assistance 22 Review of arrangements for financial hardship assistance Part 4—Credit Management Action 23 Minimum requirements – assessing credit management action 24 Minimum requirements – taking credit management action 25 When debts cannot be sold Part 5—Processes, training and monitoring 26 Processes for personnel 27 Training for personnel 28 Monitoring and review Part 6—Record keeping 29 Requirements to keep records 30 Record retention 31 Privacy Part 7—Conferral of functions and powers 32 Conferral of functions and powers on the TIO Part 8—Transitional arrangements 33 Complaints about compliance with a relevant industry code relating to financial hardship 34 Applications for financial hardship assistance 35 Arrangements for financial hardship assistance
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