If you’re having difficulty paying

Do you require assistance? 

If you are experiencing difficulties that may prevent you from paying your rates and charges by the due date, please contact Council at the earliest opportunity. 

Council understands there are many reasons people may find themselves unable to unable to meet their financial obligations, and are committed to working with Customers to set realistic, affordable and achievable payment terms. 

Council will review all applications in a fair, consistent and respectful manner and will consider the privacy and confidentiality of the ratepayer/debtor at all times. 

Who is eligible for assistance? 

Council will consider an application for assistance from any ratepayer on the property they occupy as their principal place of residence (including farmers, owner occupier business and owner occupiers of commercial / industrial properties).   

Council will also consider applications from Customers with outstanding Council debts including Family Day Care, Waste services, and other miscellaneous debts. 

What information can you provide? 

We will work with you to determine the most suitable option tailored to your unique and individual circumstances. 

Council will use a number of different factors to determine the best course of action including: 

What options are available? 

A number of different options are available to customers.  These include: 

Council will also consider whether it is appropriate to charge interest while the Customer is complying with the hardship agreement, especially in circumstances where the ratepayer is a pensioner or otherwise vulnerable. 

Customers should be aware a waiver of rates and or charges (i.e: write-off) can only be made under a closed Council resolution recommended by the Chief Executive Officer and endorsed by the Director of People and Performance.   

What is the process? 

Council encourages Customers to contact council at the earliest opportunity to engage in dialogue.  This will assist us determine the most efficient and appropriate options to propose.  All discussions will be conducted in a private setting (if in person) or via a confidential application process. 

Applicants will be asked to make an application (General Hardship Application form).  Once received, the Finance Coordinator Revenue will review the application and determine if a decision can be made within their delegations, or whether the request needs to be referred to the Head of Finance for consideration.  This may involve collecting further information to assist us make an informed decision (by phone, email or in person).   

In situations where a waiver of rates may be considered, customers may be asked to supply additional supporting documentation. Council will work with the customer to ensure is not unnecessarily onerous or invasive to their privacy. 

Will I be notified of the outcome? 

We will endeavour to make a decision at the earliest possible opportunity and notify you as soon as possible. 

If your application requires a decision be made by the Chief Executive Officer or by Council resolution, there may be a delay in an outcome.  If this is the case, you will be notified of our progress as soon as practical and kept abreast of any recommendations to be made. 

What if I don’t agree with the decision? 

Where an applicant for financial hardship is unhappy with the outcome of their application, they may request a review of the decision by the Chief Executive Officer.   

If the applicant is aggrieved by the decision of the Chief Executive Officer, they may refer the matter to the Victorian Ombudsman. 

Who do I contact? 

A link to our Financial Relief and Hardship Policy can be found at www.sthgrampians.vic.gov.au or you can obtain a hard copy at the Council Offices at 111 Brown Street, Hamilton.  You can also contact our Finance Coordinator directly at council@sthgrampians.vic.gov.au or by phone 03 5573 0444.