Rates Payment Arrangements , Hardship Assistance and R & R (Recoveries and Reconstruction) Enquiries

How to know if the property is in a Payment Arrangement with Council?

How can you tell if the property has been sent to R & R (Recoveries and Reconstruction)?

Properties with these codes cannot enter into an arrangement with the Council.
They need to contact R & R (Recoveries and Reconstruction) Council's Debt Recovery Agency on Ph: 1300 556 863 to make arrangements.

The preference is to make payment to R & R directly but if they wish to make payment through Council, they need to advise R & R of the payment.

Payment Arrangement has been cancelled

If the customer payment arrangement is cancelled, they will receive a letter.
If they wish to make another payment arrangement, provide them with a link to the payment arrangement.
 

Property is on R & R, can they make a payment to Council or R &R?

If the property is under R & R collections, the preference is to make payment to R & R directly but if they wish to make payment through Council, they need to advise R & R of the payment.

Contact R & R on Ph: 1300 556 863

 

New Payment Arrangement with Council

Properties under debt recovery with Recoveries & Reconstruction (R&R) cannot enter into a payment arrangement with the Council.
Instead, they will contact R & R on Ph: 1300 556 863 to make arrangements with them.
 

How do I apply for a payment plan?

Customers must complete: Rates Payment Plan Request Online Form to enter into a payment arrangement with the Council

CSO:

  • Email form to the customer using the emailing template
     

If the customer is unable to complete the form because:

  1. They feel we should do it and not them - CSO to complete the form on behalf of the customer.
  2. They have difficulty reading or understanding English. The form includes a language A-Z button that converts it into the customer's preferred language.
  3. Does not have email or internet. CSO to complete the form on behalf of the customer.

Customer Service staff use this form when completing it for the customer

CSO:


Things that must be done on the form:

1. Ask and answer the questions with the customer

2. Pension concession part on the form.
Question: Do you hold a Government Concession Card?
Answers: Yes
CSO: select No but enter the pension card details in the Reason field

3. Before you click submit on the form, YOU MUST READ the Terms and Conditions to the customer and ask if they agree.

How to pay if you have a payment arrangement with Council (not payable)

BPAY:  Payment via this method may take up to 2 business days to reach council. Advise the customer to make payment so it received by the agreed-upon date

In-person

Over the phone

At the Post Office

Please note that Payable or direct debit from a card or bank account is not available for payment plans make with Council

Do we charge Interest charges when in a payment arrangement

Once a payment arrangement is confirmed with the Rates Department, customers will not be charged interest as long as they adhere to the agreed payment schedule. 

Defaults on the arrangement may result in the arrangement being cancelled and interest being charged.
 

Serious Financial Hardship Assistance

Residents facing severe financial hardship and are unable to make any payments towards their rates and charges, may qualify for assistance under Council's Hardship Policy.

The policy enables ratepayers to request deferral arrangements, or in extreme cases, may qualify to even partial rate waivers. 
Rates and Charges Hardship Policy 

How do I apply for financial hardship assistance?

Customers to complete the online Rates and Charges Application Waiver of Rates and Charges form 

If they do not have internet then they can complete the paper version and return it to the Council by post or at a customer service centre

Paper version of the online form Hardship Waiver of Rates Charges Application