Please find below a checklist that summarises the obligations for NECF Retailers with customers experiencing hardship.

Customer Hardship Policy

✅ Ensure a compliant hardship policy under NERL & NERR (Rule 75B).
✅ Submit the policy to AER for approval and publish it online (Rule 75B(2)).

Communication of Hardship Policy

✅ Inform identified hardship customers about the policy (Rule 71(1)).
✅ Provide a free copy of the policy upon request (Rule 71(2)).

Identification and Assistance

✅ Implement early identification steps for hardship customers and provide ongoing assistance (Rule 75B).

Payment Plans

✅ Offer tailored payment plans based on capacity to pay, arrears, and expected usage (Rule 72).
✅ Clearly communicate instalment amounts, frequency, and due dates (Rule 72(2)).

Waiver of Fees

✅ Waive late payment fees for hardship customers (Rule 73).

Centrepay Payment Option

✅ Allow hardship customers to use Centrepay for standard retail contracts (Rule 74(2)).
✅ Ensure Centrepay is available or offer an alternative contract where applicable (Rule 74(4)-(7)).

Hardship Program Indicators

✅ Report hardship program data as required by AER (Rule 75).

Debt Management

✅ Assess the impact of debt recovery on customers and responsible parties (Rule 76F(1)).

Confidentiality and Privacy

✅ Protect customer information; disclose only when legally required (Rule 76G).

Preferred Communication Method

✅ Use the affected customer’s preferred communication method (Rule 76H).