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
Upcoming ACXPA Member Bites Sessions
Short, sharp interviews and presentations on specific topics to fast-track your knowledge!
The ACXPA Member Bites are only available to ACXPA Members!
ACXPA Members can watch all the ACXPA Member Bites at any time in their Video Library. Discover which membership is right for you >
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, Client Success Manager, VERSA Connects (and ACXPA National Advisory Board Member)
More sessions announced soon!
(If you're interested in speaking at one of our events, click here to learn more >)
