Financial hardship support

Whatever your circumstances, if you are experiencing financial hardship, we’ll help arrange a payment plan to suit you.

We cannot provide help if you are not honest about your circumstances, provide misleading information or are in debt because of fraud.

To complete an application, you must:

• be applying for a residential property only
• be living at this property as your principle place of residence

Investment properties are excluded and are ineligible. If you own an investment property, an application for your primary residence will not be accepted.

If you or your organisation are experiencing financial hardship, you can apply for deferral, payment arrangement and/or waiver of rates. The assessment of the application takes 14 business days, and successful applications are effective for one year from the date of approval.

To assess your application, we may require documents such as financial records, medical certificates, income statements, tax returns or recommendations from a financial counsellor. The documents required will depend on the type of support you are applying for. A detailed list of required documents can be found in the application form.

All applications are subject to assessment, and further information may be requested to process your application.

Read more about the available options, and apply using the relevant forms below. 

If you are unsure, contact our Customer Care team on 1300 653 356 to discuss available options.

Hardship assistance rebate (one-off)

This is a one-off rebate to cover the proposed 3% rate increase for the 2025/26 year.

To apply for the Rates Hardship Rebate you must:

• be applying for a residential property only
• be living at this property as your principle place of residence
• be experiencing one or more of the outlined conditions causing financial hardship.

A Rates Officer may reach out to request further information to process your application.

Apply for the rates hardship rebate

Rates payment agreement (short-term)

This application is for ratepayers wanting to create a payment arrangement on rates. 

If you are unable to pay your rates by the due date or you are behind on your rates payments, you can request to begin a payment arrangement to catch up.  

Please note that a payment arrangement is not available to be set up as a direct debit, and all payments for arrangements will need to be made via the payment methods outlined on your annual rates notice.

Apply for a payment agreement

If you have not heard back from us about your application by your proposed payment date, please make the payment and we will respond to you within 10 business days.

Rates deferrals (long-term)

This application is for residential ratepayers who are suffering extreme financial hardship.

This may include deferral of rates payment, in full or part, depending on individual circumstances.

Financial hardship applies from the date of assessment, is only granted for a maximum of 12 months at a time, and will not be automatically renewed. Ongoing hardship (where applicable) is to be applied for annually.

All applications are subject to assessment, and further information may be requested to process your application.

Apply for rates deferral