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Since 2006, under the Electricity Industry Act 2000 and the Gas Industry Act 2001, each electricity and natural gas retailer operating in Victoria must have a hardship policy. The aim is to prevent disconnection for non-payment and the hardship policy must include flexible payment options, provision for auditing usage, arrangements by which appliances can be purchased, and provision for early response by both the company and the customer.
The hardship policy must be on the energy company’s website:
Hardship policies and programmes for water companies and LPG retailers
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