Council updates Hardship Policy

Published on 30 April 2025

Council has adopted an updated Hardship Policy, featuring strengthened measures to assist community members having difficulty paying Council rates, fees and charges.

The policy outlines Council’s approach to providing relief for community members in a fair and consistent manner.

Key changes in the updated policy include:

• more options for relief applications, to make accessing support easier;
• Council will proactively identify ratepayers and service users who may be experiencing hardship and assist them in understanding the relief application process;
• interest will only be charged on overdue rates and charges not the subject of a relief measure;
• inclusion of a detailed review process for people dissatisfied with a decision made under the policy;
• family violence and economic violence is recognised in clauses relating to confidentiality and under the financial hardship definition; and
• as a means of additional support, Council will provide contact details for external support providers to ratepayers experiencing hardship.

Under the policy, all applications will be considered on a case-by-case basis, with approved relief to be appropriate and proportionate to individual circumstances.

Relief measures available under the policy include payment plans, deferred payments, waivers on interest and/or default costs, and in particular circumstances, partial or full waivers on rates and charges.

Councillor Joel Grist said the updated policy was timely given the cost of living pressures being felt by many people in the community.

“The principles of the policy are that Council will be fair, supportive, transparent and accountable in the way we approach debt management,” Cr Grist said.

“All applications for relief will be considered on a case-by-case basis against a clear set of guidelines.”

Ratepayers and service users having difficulty paying rates, fees or charges are encouraged to reach out for a confidential discussion by calling 5261 0600 or emailing info@surfcoast.vic.gov.au.

The full policy, and further information for those experiencing hardship, is available at surfcoast.vic.gov.au/paymenthelp.