In addition to the glossary term below, ACXPA Members also have access to a range of additional resources, including our Member Symposiums & Video Library, premium resources to download, exclusive industry insights & data, discounted training courses and lots more!
Hardship Policy
A Hardship Policy assists eligible customers experiencing financial difficulty to better manage their financial obligations to your business.
A Hardship Policy will typically provide guidance to customers on their rights, and the obligations of the business. Some sectors (e.g. Energy) have guidelines that create binding, enforceable obligations on retailers to strengthen protections for customers experiencing payment difficulties due to hardship.
Typically a Hardship Policy would include:
- processes to identify customers experiencing payment difficulties due to hardship, including identification by the business and self-identification by the customer
- processes for the early response by the business to customers in hardship
- flexible payment options
- processes to identify, and to notify customers of, appropriate government concession programs and appropriate financial counselling services
- an outline of programs that the business may use to assist hardship customers
- processes or programs to assist customers with strategies to reduce their ongoing bills where applicable
CX Roundtables - Upcoming Guest
Live and interactive sessions for customer experience professionals in Australia.
Contact Centre Manager Roundtables - Upcoming Guest
Live and interactive sessions for contact centre professionals in Australia.
Next Members Symposium Livestream: Tuesday, 21st May, 2024, 13:30 AEST
The Members Symposium sessions are only available to ACXPA Members!
ACXPA Members can watch the symposium live, and, can watch any of the sessions at any time in their Video Library.
Preview of upcoming Symposium Sessions:
IVR Best Practice
Over 90% of contact centres are using an IVR (Press 1 for this, press 2 for that), and we've encountered many contact centres with over four layers of options for customers to select from. In this session, Nadine will be sharing some best practice tips on IVR design for 2024.
Presented by Nadine Power, Chief Product Officer, Datagamz (and ACXPA National Advisory Board Member)
Tips to Boost Engagement on Calls
Of the five quality competencies we assess as part of the Australian Call Centre Rankings, the 'ENGAGE' competency from the Australian Contact Centre Quality Standards has consistently been at the bottom of the rankings throughout 2023 and into 2024.
In this session, Simon will provide some tips that can be shared with agents on how to increase engagement with customers at the start of calls.
Presented by Simon Blair, General Manager Quality Insights, ACXPA
More sessions announced soon!
(If you're interested in speaking at one of our events, click here to learn more >)
