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.
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.
If you’ve been financially impacted by COVID-19, we’re here to support you.
Our Hardship Program is available to you, don’t hesitate to get in touch we can help you with:
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.
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 firstname.lastname@example.org.
For our Victorian customers, give us a call on 1300 721 753 or email email@example.com.
For larger business customers, we understand that you may also be facing unique challenges, if you have any questions please email us on firstname.lastname@example.org
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:
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.
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.
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.
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.
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 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.
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.
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.
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
If you’re in the process of building a new home or renovating an existing, you can arrange for an electricity connection at email@example.com and for gas connections email firstname.lastname@example.org or you can call the connections customer support team on 1300 669 950.
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.
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.