Financial hardship, support and emergency relief services

While we can’t waive rates, we can offer other support such as payment plans, and waivers of interest and collection costs.

We can also give you information and connect you other services and programs that may be helpful. These may include:

• financial assistance programs 
• referrals to appropriate support services, such as family violence, financial counselling, food and material-aid services.

We don’t have a formal application process to determine eligibility for our financial hardship support. We’ll talk to you an assess situations on a case-by-case basis.

Some indications that you need assistance include:

• a history of frequent requests for payment extensions, or payment arrangements that have not been met
• an inability to afford the costs of current financial obligations, even if smoothed over a 12-month period
• a payment history that indicates past difficulties meeting financial obligations to us
• being eligible for government-funded concessions (e.g. Health Care Card, Centrelink benefit)
• a sudden change of circumstances adversely affecting financial capacity to pay
• a referral from a financial counselling agency or community organisation
• asylum seekers or refugees who have limited access to financial stability
• experiencing health and mental health issues
• being a victim of family violence
• having a low level of income, that is unlikely to change
• being currently unemployed.

Note: to be able to extend support to applicants experiencing extreme hardship, we may be unable to assess applications involving investment properties or properties that you do not live in.

If you're experiencing financial hardship you may be unable to meet your payment obligations to us, such as rates. If you need help or want to discuss your options, contact us as soon as you can.

Call us on 03 9217 2170, or submit a financial hardship enquiry form.

Our Financial Hardship Support Officer will contact you within 10 business days to talk about your situation.

Submit a financial hardship enquiry form

Whittlesea Community Connections

Whittlesea Community Connections offers information and support for people in the Whittlesea area, including a community legal service, financial support, emergency relief and casework. 

Download their Emergency Relief Support Services calendar for information about emergency support services operating locally.

Visit their website for more information about emergency relief options. 

Phone: 03 9401 6644

9 am to 1 pm, Monday to Friday

Big Group Hug

Big Group Hug provides material relief to vulnerable families, including clothes and nappies.

Visit their website for more information.

Phone: 03 9401 6666

There are a variety of services available for people experiencing family violence.

1800 Respect

1800 Respect is a confidential national helpline for anyone in Australia who has experienced or been affected by sexual assault, domestic or family violence, and their non-offending supporters.

Phone: 1800 737 732

Victoria Police

National Debt Helpline

For free financial counselling.

Visit the website for more information.

Phone: 1800 007 007

Monday to Friday, 9.30 am to 4.30 pm

Uniting Financial Counselling

Call to make an appointment or for more information.

Phone 1800 685 682