10 Principles of good hardship

These ten principles set out, what we believe is, best practise in the provision of hardship – clear communication, early help, and respectful, realistic solutions. They’re grounded in real-world experience and shaped through extensive consultation with banks, telcos, utilities, debt collectors, and people with lived experience.  

This work follows the publication of the ABCD of Hardship Policy and Program Considerations which can be viewed here.