FlexiPay payment plan
FlexiPay is our direct debit payment platform. You can pay your rates in smaller amounts to suit your budget (weekly, fortnightly, monthly, quarterly or lump sum) throughout the financial year.
It is easy to set up online, completely self-serve and has no additional fees to use. You will need:
- a valid email address
- contact number
- your eNotices reference number located on the top right-hand corner of your most recent rates notice.
The correct amount to pay will be calculated for you, ensuring balances are paid before the end of the financial year.
Any requests that include arrears or flow into future financial years will not be automatically approved. These requests will be sent to the Revenue department for approval.
Once approved, you'll receive a confirmation email to enter your payment details (bank account or credit card). Requests that do not provide payment details after a period of time will be cancelled.
Submit your FlexiPay direct debit request here
Self-managed payment arrangement
If you prefer to pay manually according to the payment options on your rates notice (not direct debit), please submit your proposed payment arrangement via payment arrangement request form.
You'll then receive a confirmation of arrangement email/contact within five business days or a letter will be posted. The response times may be longer during busy periods.
During this waiting period, please commence any payments you can.
All payment arrangements:
- will be managed by us
- must include a commencement date no more than 14 days from submitting the proposal
- may be cancelled, charged interest and/or referred to debt collection if instalment(s) are not paid OR your account dishonours more than once
- will still be sent rates notices for your reference only.
Submit a payment arrangement form
Any payment that is not received by the statutory due date or agreed arrangement/extension terms may be charged interest.
The interest rate is 10% per annum and is fixed under Section 2 of the 'Penalty Interest Rates Act 1983'.
Interest waivers
Any request for interest to be waived must be submitted in writing explaining the circumstances. The request must meet one or more of the following criteria:
- exceptional circumstances
- part of a financial hardship application
- interest charges were caused by Council error.
Please note, non-receipt of a rate notice, travelling overseas, forgetfulness, failure to contact Council’s Strategic Revenue Team prior to the due date advising of financial difficulty, a failure to advise of a change of residential or mailing address in writing, or previous payment plans not being maintained are not deemed to be exceptional circumstances.
Requests that do not satisfy any of the above criteria will be refused.
What is financial hardship?
Our Financial Hardship Policy defines financial hardship as ‘difficulty meeting everyday living expenses’. These may include food, accommodation, clothing, health care, transport costs, education and other basic necessities.
Some of the main reasons that can cause financial hardship include:
- health issues and associated expenses
- family breakdown
- exceptional circumstances
- severe mortgage stress
- family violence
For further details, please view the policy below.
Download our Financial Hardship Policy
Financial Hardship Policy 2025(PDF, 436KB)
Financial Hardship Policy 2025 (accessible version)(DOCX, 176KB)
Whilst we can’t waive the entire rates portion, we can offer various other avenues of support for people experiencing financial hardship. This includes:
- deferrals
- payment plans
- waivers of interest and debt collection costs
- partial waiver of rates
We can also provide meaningful information on other financial assistance programs that might be available, as well as referrals to appropriate support services specialising in family violence, financial counselling and food and material aid.
Learn more about support services
Eligibility
All applicants are assessed on a case-by-case basis to determine a mutually agreeable solution tailored to the customer’s circumstances. The information requested to support an application will be proportionate with the level of support being sought and subject to the full discretion of Council.
Please refer to the current policy for a list of indicators that may highlight a customer’s need for assistance:
- a history of frequent requests for payment plans that have not been met
- unable to afford current financial obligations, even if smoothed over a 12-month period
- a payment history that indicates a difficulty in meeting their financial obligations to Council
- in receipt of Government funded concessions (Health Care Card, Centrelink Pension)
- sudden change of circumstances that adversely affects their financial capacity to pay
- referral from a financial counselling agency or community organisation
- asylum seekers or refugees who have limited access to financial stability
- people experiencing prolonged physical and mental health issues
- having a low level of income, that is unlikely to change.
In cases of severe financial hardship, a ratepayer may apply to Council once during the current policy period, for a waiver of their debt to a maximum of $500, subject to the following conditions:
- the property is the owner's principal place of residence;
- the owner provides evidence of severe financial hardship as certified by an assessment carried out by an independent financial counsellor; and
- an application is submitted to Council by the person or their representative providing evidence of such circumstances.
Please note: to extend a meaningful level of support to genuine hardship applicants, investment properties and/or applicants with significant assets are not eligible under this policy. If a case has been identified by Council as having exceptional circumstances, this may be considered in limited application under this policy.
Apply for financial hardship support
If you can't meet your payment obligations and need some assistance please contact us on 03 9217 2170 or fill out the enquiry form below. A financial hardship support officer will contact you within 10 business days to discuss further.
Submit a financial hardship enquiry form
Whittlesea Community Connections has developed a Financial Wellbeing booklet that provides information on how to manage your money. It also lists resources, support services as well as food and material aid services in your area.
The booklet is available in a range of languages.
Go to the Financial Wellbeing booklet