Payment assistance

Struggling to pay? We’re here to help. Call 13 37 02 before your bill is due and speak to a real person who can assist you.

headset icon If you do require payment assistance, call 1300 282 613 and we’ll work with you to arrange assistance based on your individual needs.
If you’re a small business customer, we’ve collated more specific financial support options for you at our Business Support page.

There’s lots of ways we can help, including:

  • Arranging more time for you to pay
  • Setting up instalment payment plans or alternative payment options, such as Centrepay or Direct Debit
  • Referring you to an external organisation that will be able to provide you with financial counselling
  • Assisting you with obtaining access to relevant Government utility assistance programs
  • Providing proactive energy efficiency advice on how best to reduce your ongoing energy usage

Payment Options

The following options could help make it easier for you to manage your energy account payments:

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Payment Extensions

If you need more time to pay your current bill, request a payment extension online anytime, anywhere via MyAccount or submit an online form.

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Arrears Plans

You can pay regular instalments to cover your overdue debt whilst continuing to pay for your ongoing usage, for a determined period of time.

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Additional Payment Assistance

In circumstances where you cannot pay your overdue debt and ongoing energy costs, we can put the overdue debt on hold for a period of six months and let you pay less than your ongoing usage cost for that period. We’ll work with you to find ways to reduce your energy costs, including placing you on a tariff/product that is suited to your circumstances.


Financial Counselling

Financial counselling is a free service offered by community organisations, community legal centres and some government agencies. To find a financial counsellor in your area, call the National Debt Helpline on 1800 007 007 or visit the Government’s MoneySmart website for more information.

Government Programs & Rebates

The Federal and State governments offer a range of programs and concession rebates to assist people who are experiencing financial difficulty.

Government Assistance >

Hardship Policy

Our Hardship Program is available to help our customers through tough times and we’ll work with you to help you get back on track.

You can download a copy of our Hardship Policy below. Alternatively, you can ask our friendly customer service team to send you a free copy by calling 1300 282 613.

Hardship Policy >

Family Violence Support Policy

We recognise that family violence is a serious and prevalent occurrence in Australian society. We aim to provide affected customers with safe, supportive, and flexible assistance.

We are committed to managing customers who are experiencing family violence with empathy, sensitivity and with the utmost consideration to customers’ account security and individual financial circumstances.

Family Violence Policy >

Get help from family and friends with HelpPay

We’ve partnered with HelpPay to provide a discrete digital option for our customers to ask family and friends for help, or for them to support a loved one in paying their energy bill.

More about Help Pay >

Energy Efficiency

We believe reducing your energy usage yourself shouldn’t be a daunting task, so we’ve collated some advice on how best to do so.

Energy Saving Tips >

It’s also important to understand how different factors can influence your bill costs, so we’ve broken down the main influences.

High Bill Checklist >

Get in touch

If you are experiencing any financial or hardship difficulties, please get in touch and we’ll work with you to arrange support, based on your individual circumstances.

Call 1300 282 613 to talk to one of our customer service team.

Monday to Friday – 8am to 6pm (AEDT)

Saturday – 8am to 12pm (AEDT)

If you require an interpreter, call 1300 297 727.

Alternatively, email

It will help to have your Customer Account Number (found at the top of your bill) and Concession Card details (if applicable) when you get in contact.

Speak & Listen service

To use the Speak & Listen service, please call 1300 555 727

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National relay service

To use the Teletypewriter (TTY) service, please call 13 36 77. This is available for the cost of a local call.

Interpreter service

To use an Interpreter Service, please call 1300 195 575

Further Reading

You may be eligible to receive an energy concession or rebate towards your bill.
Need more time to pay your bill?