Helping customers to build their financial capability 003-11020000

FIS provides free, independent and confidential information, tools and resources to help people make informed decisions about their current and future financial needs. FIS provide services to people who need help and support to manage financial transitions and the financial impacts of significant life events.

FIS:

• works with people to help build their financial capability
• fosters self-sufficiency by looking at financial options beyond the payments and services offered by the agency
• does not provide financial advice, counselling, advocacy or promote particular products or providers

See Financial Information Service (FIS) for more information and details on how to refer customers to FIS.

ACSOs help customers understand their current and future aged care needs by providing a specialised support service.

ACSO:

• educate people about the types of aged care services
• help people access and navigate aged care services
• work with people to understand the options available to fund their aged care
• do not provide advice or recommendations on which aged care provider the customer should choose or provide financial advice, planning or counselling

See Aged Care Specialist Officers (ACSOs) for more information and for details on how to refer customers to an ACSO.

FHCOs provide tailored support to farmers and their families and work closely to guide and assist them to improve their capacity for financial self-reliance. FHCOs connect customers and communities to the agency’s services, programs and payments.

FHCO:

• provide a dedicated case management service for Farm Household Allowance (FHA) recipients
• foster self-sufficiency by looking at financial options beyond the payments and services offered by the agency
• develop and maintain relationships with the Rural Financial Counselling Service (RFCS) along with making timely referrals as needed

See Farm Household Case Officer (FHCO) cases for more information on the role of the FHCO.

Financial counsellors are skilled professionals who work for not-for-profit community organisations and provide free advice and support to people experiencing financial hardship. They can help with:

• bills, fines, or debts that people are struggling to pay
• intervening when someone is being harassed by debt collectors
• gas, electricity, or telephone disconnections
• difficulties in paying rent or mortgages including house evictions
• insurance and superannuation issues, for example car accidents and deceased estates
• tax debts, and other serious matters like bankruptcy

Service Officers should offer a referral to financial counselling where it is considered that financial support and counselling may benefit the customer.

Referral to financial counselling

If using:

• a standard CISCO phone, cold transfer the customer to the Financial counsellors line
• Services Australia workspace, cold transfer the customer:
• Select Instant call transfer then
• Nat Debt Helpline [state]- choose the referral queue for the State or Territory the customer lives in

Note: Service Officers can warm transfer the customer if their presenting circumstances deem it more appropriate.

Alternatively, customer can call National Debt Helpline (open 9:30 am - 4:30 pm Monday to Friday).

It is important to know that although it is called the National Debt Helpline, financial counsellors can help with a variety of issues (as listed above), not only relating to debt.

Customers can also find a financial counsellor in their local area using the National Debt Helpline’s website, ‘Find a financial counsellor’.

NILs is a loans option with no fees or interest, provided by community organisations to individuals and families, to help with the cost of essential goods and services. Note: loans cannot be used for cash or debt.

For further information and contact details, see No Interest Loans (NILs).

NILs approved organisations offer customers the option of making loan repayments using Centrepay.

The Saver Plus Program is a financial education and matched savings program that assists families on low incomes to develop a savings habit, build assets and improve financial capability. Participants set an educational related savings goal and receive support to help them achieve it. When they reach their goal, ANZ bank matches their savings, dollar for dollar, up to $500.

Saver Plus is available from 60 locations across Australia.

For more information and Saver Plus Program contact numbers see Saver Plus.

Manage your money is on the Services Australia website with information on budgeting, debts, loans, savings and other information.

The Resources page has a link to Manage your Money.

The MoneySmart website helps Australians take control of their money by providing tools, tips and calculators.

MoneySmart has information about budgeting, reducing debt, savings, superannuation and investment, among other topics.

The Resources page has a link to the MoneySmart website.