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.
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.
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
- loss of employment
- COVID-19 and associated side effects
- unforeseen circumstances
- severe mortgage stress and/or financial overcommitment.
Download our Financial Hardship Policy
Financial Hardship Policy - accessible(DOCX, 68KB)
Financial Hardship Policy(PDF, 204KB)
Whilst we can't waive rates, we can offer various other avenues of support for people experiencing financial hardship. This includes:
- deferrals
- payment plans
- waivers of interest
- waiver of collection costs.
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
Residents are assessed on a case-by-case basis via a meaningful two-way conversation.
Please refer to the current policy for a list of indicators that may highlight a customer’s need for assistance:
- history of frequent requests for payment extensions or payment arrangements that have not been met
- inability to afford the costs of current financial obligations, even if smoothed over a 12-month period
- payment history indicating past difficulty meeting financial obligations to Council
- eligibility for government funded concessions (e.g. Health Care Card, Centrelink benefit)
- 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 health and mental health issues
- family violence
- having a low level of income, that is unlikely to change
- currently unemployed.
Please note: to ensure we can extend a meaningful level of support to genuine hardship applicants, we may be unable to assess applications involving investment properties or properties that are not lived in by the applicant.
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