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.
There’s lots of ways we can help, including:
The following options could help make it easier for you to manage your energy account payments:
You can pay regular instalments to cover your overdue debt whilst continuing to pay for your ongoing usage, for a determined period of time.
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 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.
The Federal and State governments offer a range of programs and concession rebates to assist people who are experiencing financial difficulty.
Government Assistance >
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.
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.
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.
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.
It’s also important to understand how different factors can influence your bill costs, so we’ve broken down the main influences.
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 firstname.lastname@example.org.
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.
To use the Speak & Listen service, please call 1300 555 727
To use the Teletypewriter (TTY) service, please call 13 36 77. This is available for the cost of a local call.
To use an Interpreter Service, please call 1300 195 575