At Alinta Energy, we understand that at one time or another you may experience difficulties paying your energy bill. Depending on a variety of reasons this payment difficulty can either be temporary or long-term.
Under the Payment Difficulty Framework (PDF), which is effective as of 1 January 2019, Victorian Residential Customers can access additional assistance. The new payment difficulty framework establishes an entitlement for customers who are anticipating or are already in payment difficulty.
The type of assistance Alinta Energy can offer includes;
Making it easier for you to manage your energy account payments with the following payment options;
Where you pay regular installments to cover your overdue debt whilst continuing to pay for your ongoing usage.
Where you pay regular installments to cover your overdue debt and ongoing usage for a period of up to 24 months.
If neither of these options work for you, we can still provide you with assistance. In circumstances where you cannot pay your overdue debt and the 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 while we work with you to find ways to reduce your energy costs, including placing you on a tariff/product that is suited to your circumstances.
The Victorian Government offers a range of programs and concession rebates to assist people who are experiencing financial difficulty. Click here for more information on Victorian Government programs and rebates.
The friendly staff at Alinta Energy are specially trained to identify the causes of a high energy bill and can provide you with advice on how to best reduce your energy usage going forward. Find our High Bill Checklist and Energy Savings Tips online or call our friendly Customer Service Team on 13 37 02 to chat to them about this.
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.
You can download a copy of Alinta Energy’s Hardship Policy, specific to Victorian customers below. Alternatively, ask our friendly Customer Service Team to send you a free copy by calling 13 37 02.
We recognise that family violence is a serious and prevalent occurrence in Australian society. We aim to provide customers affected with entitlements to 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.
For more information, read our Family Violence Policy.