Rates and financial hardship

We're here to work with you

We understand that circumstances can change, and that paying rates can sometimes become difficult.

If you are having trouble paying your rates, or think you may have difficulty in the future, please contact us as early as possible. The sooner you do, the more options we may be able to discuss with you.

We will work with you in a respectful, confidential and non-judgemental way to understand your situation and talk through the options that may be available.

Understanding your options

Everyone’s situation is different. You may not need to apply for financial hardship straight away. 

In many cases, we may be able to help you with a more flexible payment option or payment plan your situation becomes more difficult.

You can learn more under the heading that best applies to your circumstances.

I want a more flexible way to pay my rates

If would prefer to pay your rates in smaller, regular payments, you may be able to use Council’s flexible payment option, Payble.

Payble allows you to:

• pay your rates in smaller amounts (including any arrears)
• choose weekly, fortnightly or monthly payments
• make one-off or full payments
• receive reminders for upcoming and overdue payments.
• modify your payment schedule at any time.

This may be a good option if you want more control over when and how you pay.

Manage payments with Payble
 

I need extra time to pay

If you're unable to pay by the due date but expect to be in a position to pay shortly, we may be able to provide additional time to pay or assist you with setting up a formal payment plan. 

This may help if you:

• are waiting for income or a payment to come through
• have had an unexpected expense
• need a short period of time to catch up
• can pay the amount over time, but not all at once.

Request a payment arrangement

I have fallen behind and need help to catch up

If your rates are overdue, we encourage you to apply for payment plan. You don't need to wait until the debt becomes difficult to manage before seeking assistance.

A payment plan can help you stay on track by allowing you to make affordable, regular payments based on your individual circumstances.

A payment plan may help you to:

• spread the balance over a longer period
• make smaller, more manageable payments
• reduce the risk of further recovery action
• stay engaged with Council while working towards clearing the debt.

If a standard payment plan is not suitable, please let us know. We may be able to discuss additional support options, including assistance for customers experiencing financial hardship.

It is important not to ignore rates notices or reminder letters. If rates remain unpaid and we do not hear from you, extra costs such as interest or recovery action may apply. We will able to provide you with assistance that works in line with your current circumstances.

Request a payment plan

I am experiencing financial hardship

Financial hardship occurs when your current financial circumstances make it difficult to meet essential living expenses and keep up with your rates payments.

This may include situations where paying your rates would affect your ability to pay for essential living costs such as:

• housing
• food
• utilities
• medical care
• transport
• education or childcare
• other essential household needs.

Financial hardship can happen for many reasons, including:

• loss of employment or reduced income
• illness, injury or medical costs
• family violence or economic abuse
• separation or family breakdown
• death of a family member
• elder abuse
• gambling harm
• scams or fraud
• natural disaster
• other significant personal circumstances.

Not sure whether you need a payment plan or hardship assistance?

A payment plan is suitable for most customers who need more time to pay their rates.

Hardship assistance is intended for customers experiencing significant financial hardship and who may be unable to meet their rates obligations even with a payment plan.

If you can afford to make regular payments towards your rates debt, a payment plan is likely to be the most appropriate option.

If you are experiencing circumstances that severely impact your ability to meet both your rates and essential household expenses, you may wish to apply for hardship assistance.

Applying for financial hardship

We encourage you to first contact us so we can discuss your situation and the support options that may be available. If required, you will then be directed to complete the Financial Hardship Application Form.

Accessing financial counselling

Financial counsellors provide free, confidential and independent advice for people experiencing financial difficulty.

They can help you understand your options, prioritise debts and talk through payment arrangements.

You can contact the National Debt Helpline on 1800 007 007

You may also find useful information on the MoneySmart website, including help with urgent money issues and support services.

I am experiencing family violence and economic abuse

Notice: If you are in immediate danger, call 000 (emergency services)

We understand that family violence and economic abuse can affect a person’s ability to manage money, access property information, receive notices or safely communicate with Council.

Economic abuse can include situations where another person controls your access to money, prevents you from making financial decisions, creates debts in your name, or limits your ability to manage your own finances.

If this applies to you, please let us know if it is safe to do so.

We can:

• talk with you about safe ways to contact you
• record contact preferences where appropriate
• discuss support options for your rates account
• consider your individual circumstances
• keep your information confidential
• limit the need for you to repeat sensitive information.

You do not need to provide detailed information about family violence or economic abuse to ask for support.

For family violence support, you can contact the following services:

• 1800RESPECT on 1800 737 732, available 24 hours a day, 7 days a week
• Safe Steps on 1800 015 188, available 24 hours a day, 7 days a week for people in Victoria

More support options are listed on the Victorian State Government website.

What happens next

When you contact us or submit a hardship application, we will review the information you provide and notify you if we need to discuss your circumstances further.

To help us understand your circumstances and assess your application fairly, we will ask you to provide supporting documentation that demonstrates your current financial situation. We will only request information that is relevant to your application and necessary to assess your circumstances fairly and consistently.

Depending on your situation, this may include:

• recent bank statements
• Centrelink statements or other proof of income
• utility bills (such as electricity, gas or water)
• details of essential living expenses
• information about changes to your employment or income
• information about medical circumstances that have affected your financial situation
• supporting information from a financial counsellor, support worker or legal service
• other documents that help explain your current circumstances.

Any information you provide will be treated confidentially and used only for the purpose of assessing your application and determining what assistance may be available.

If you are unable to provide a requested document, please let us know. We will work with you to understand your circumstances and discuss alternative ways to support your application.

What happens if you don't contact us

If rates remain unpaid and we do not hear from you, Council may continue with its normal recovery process. This may include reminder notices, further contact from Council, referral to a debt collection process, legal action or additional costs.

We would prefer to work with you early wherever possible.

If you are having difficulty paying, please contact us before the situation becomes harder to manage.

Still have questions?

We've put together a list of frequently asked questions below. You can also contact us. We can talk you through the available options and help you understand what to do next.

View the questions

Can someone help me apply?

Yes. You can ask someone to help you contact Council or complete an application. This may include:

• a family member
• a support worker
• a financial counsellor
• a legal service
• another authorised representative.

We will need your written authorisation before we can discuss your rates account with another person.

Do I have to apply for financial hardship to get help?

No. You may not need to apply for financial hardship straight away.

If you can pay your rates over time, a flexible payment option or payment arrangement may be more suitable. If your circumstances are more serious, we can discuss whether hardship support may be appropriate.

Will I be charged interest?

Interest may apply to overdue rates. However, if you contact us and enter into an approved payment plan, we may be able to discuss how interest applies to your situation.

Will Council stop recovery action if I apply for hardship?

If you are engaging with Council and we are reviewing your circumstances, we will consider this before taking further recovery action.

What if I disagree with the outcome?

If you are not satisfied with a decision, you can ask for the decision to be reviewed. The review will be considered by a more senior officer who was not involved in the original decision.

Do I need a financial counsellor to apply?

No. You do not need a financial counsellor to apply for hardship support.

However, a financial counsellor can provide free and confidential advice, and may be able to help you understand your options.