Our continuing commitment to you

We understand the critical role that energy plays in the everyday lives of Australians and because of this, we wanted to let you know that we’re here to support our customers, our staff and the community. For further information and guidance, including hardship assistance and additional ways of how you can get in contact with us, please see the options below.

Supporting our customers

We understand the critical role that energy plays in the everyday lives of Australians. It’s imperative we keep delivering for our customers in these challenging times.

For our customers in New South Wales, South Australia, Queensland and Victoria

If you’ve been financially impacted by COVID-19, we’re here to support you.

For our residential customers

Our Hardship Program is available to you, don’t hesitate to get in touch we can help you with:

  • Arranging a payment extension online, setting up a payment plan or alternative payment options to help you through your individual circumstances,
  • Providing advice on relevant government assistance programs or organisations with financial counselling services,
  • Ensuring all relevant government concessions and rebates are applied to your account,
  • We’ll ensure you stay connected – there will be no disconnections for affected customers receiving hardship assistance until 31 July 2020,
  • We’ll regularly keep in touch with you to see how you’re going.
For our small business customers

We understand that many small businesses have unfortunately been financially impacted by COVID-19, we’re here to help. Please don’t hesitate to call us, we can help you by arranging a payment extension online, setting up payment plans or alternative payment options to suit your individual business circumstances. We’ll also ensure you stay connected.

How to get in contact

For residential and small business customers in New South Wales, South Australia and Queensland, give us a call on 13 37 02 or if you prefer, email us at customer.service@alintaenergy.com.au

For our Victorian customers, give us a call on 1300 721 753 or email alinta.assist@alintaenergy.com.au

For our Large Commercial & Industrial Customers

For larger business customers, we understand that you may also be facing unique challenges, if you have any questions please email us on ci.services@alintaenergy.com.au

Changes to our call centre hours

As a result of COVID-19 we’ve needed to alter our operating hours to Monday to Friday from 9am to 7pm (AEST).

Our call centre is experiencing longer than usual wait times, and we’d appreciate your support by submitting all non-urgent enquiries through one of our other available contact channels, listed below:

MyAccount
  • For our residential customers you can login or register to MyAccount with your email address and customer number to access your account information, concession details, payment arrangements and more
Facebook
Enquiry form
  • Submit a general enquiry form, with your customer number and details handy
Email

Government available assistance

Each State Government offers a range of programs and concession rebates. For more information on what’s available to you, please see the relevant State information below.

Queensland Government Utilities Assistance Package

As part of its COVID-19 economic relief package the Queensland Government has announced a Utility Assistance Package for both households and businesses in Queensland. Households will receive a $200 utility payment to assist with their electricity and water bills, and all small businesses who consume less than 100,000 kilowatt hours (kWh) will receive a $500 utility rebate. This rebate forms part of a $2.5 billion package to protect Queensland jobs and businesses.

Customers won’t need to do a thing to access the rebates. Rebates will be applied to household or small business electricity accounts from 30th April, customers will see a credit on their first bills from this date. For further information visit the Queensland Governments FAQ page here.

Queensland Government Programs & Rebates

Electricity and gas rebates are available to customers with certain concession cards. The Home Energy Emergency Assistance Scheme is also available to help low-income households pay energy bills at a time of crisis or in emergencies.

To check if you are eligible, please visit the Queensland Government’s webpage here.

Victorian Government Programs & Rebates

The Victorian Government offers a range of programs and concession rebates for concession card holders. These include an annual electricity concession, a controlled-load concession, or an excess gas or electricity concession if your costs are more than you expected.

Please visit the Victorian Government site here to check if you’re eligible for any of these rebates.

New South Wales Government Programs & Rebates

There are several energy rebates options for New South Wales customers. If you hold a concession card, you may be eligible for a low-income householder rebate, or a gas rebate. If you receive a Family Tax Benefit payment and have dependent children, you may be eligible for a family energy rebate.

If you’re struggling to pay your energy bill due to COVID-19 or for any other reason, you may also be able to apply for the Energy Accounts Payment Assistance Scheme.

To check if you are eligible or to apply for any of these rebates or schemes online, please visit the NSW Government website here.

South Australia Government Programs & Rebates

South Australia has a Cost of Living Concession scheme that assists those with low or fixed incomes with the cost of their living expenses, including energy bills. To check if you are eligible or to apply for the scheme online, please visit the South Australian Government website here.

Energy generation

At Alinta Energy we take seriously our role in delivering an essential service for our customers.

Our energy generation assets each have specific plans in place to support ongoing generation.

The teams at our power stations have implemented their pandemic response plan which includes (among other controls) further restrictions on access to the site and increased hygiene protocols. The team is also planning for ongoing availability of critical roles to be performed on site should further escalations occur.

For new customers looking to join Alinta Energy

If you’re looking to switch to Alinta Energy, you can easily sign up online here. All you’ll need is an email address, form of ID and 5 minutes – we’ll then take care of the rest. Alternatively, you can call 13 37 02 and select option 2.

If you're looking to move home

We can help you to set up the energy supply for your new home – whether you’re already an Alinta Energy customer or looking to switch to us, we can get you connected, visit our moving home page here

For the connection of electricity and gas

If you’re in the process of building a new home or renovating an existing, you can arrange for an electricity connection at electricityconnections@alintaenergy.com.au and for gas connections email gasconnections@alintaenergy.com.au or you can call the connections customer support team on 1300 669 950.

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COVID–19 News & Media responses

Visit our news centre for the latest Alinta Energy news and media responses to the COVID-19 pandemic.
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Our office-based teams

To support the health and wellbeing of our people, where appropriate and for roles where this is possible, we have implemented secure online work-from-home arrangements for many office-based teams. Our teams will be available via the usual contact details.

For roles that continue to work in our office locations, the reduction in the number of employees on site is enabling us to implement social distancing.

Stay up to date with information

Finally, if you’d like more information on the Coronavirus (COVID-19), you can visit:

Once again, thanks for your patience during this challenging event. And to all our customers and Alinta Energy team our number one focus is on your health and wellbeing. You can also find out how you can protect you, your family and the community by visiting the Australian Government Health Department information page.