Having trouble paying your bill? We’d like to help.
Our Customer Advocacy team are here to help you when you are experiencing any type of financial difficulty. We can help you find a better way.
Message us to:
- Set up a new personalised payment plan
- Let us know if you’re not able to make a payment, or need to change a payment date
- Notify us of any changes in circumstance
- Get help with government grants
- Get home energy advice
Our Customer Advocacy Team are here to help you Monday to Friday from 8.30 am to 6.15 pm AEDT
Paying your bills shouldn’t be hard. To make it easier to pay your ongoing usage costs and pay back any debt you owe, you can set up a payment plan with:
- Regular weekly, fortnightly or monthly payments of equal amounts, based on a forecast of your energy usage over the next 12 months
- Any debt owing on your account rolled into the payments – so you can pay it off within two years of starting the payment plan
- Payments that cover both usage and debt
When you set up your plan, and each time you change it, we send you a payment schedule with:
- The number of payments you need to make to pay off any debt on your account
- How long you will be making payments
- The amount and due date of each payment
If you miss a payment due date, we’ll contact you to revise your payment plan and help you get back on track.
Our Power On program is designed to help out eligible residential customers when things get tough. We’re here to lessen the worry. Get in touch. We’ll give you access to information and options to help you get on top of your energy bills… and stay there.
Flexible options and real assistance
If you’re having trouble paying, we can help out with:
- Flexible payment plan options
- Information on Centrepay and how to set up a direct debit
- Redirecting your bills to a third party at no charge (this helps when someone else is managing your bills)
- Energy efficiency tips and ideas
- Help with signing up for state concessions and rebates
- A referral for financial counselling
- An energy plan that best suits your needs
Need something more?
If none of these options will work for you, we can still help! If you can’t pay the full cost of your ongoing energy usage, we can let you pay less than the full cost of your ongoing usage – while you find ways to use less energy.
We’ll check in to see how you’re going and work with you to help you pay your ongoing bills and reduce your energy costs.
Our Power On commitment to you
When you’re on Power On, we’ll:
- Keep you connected
- Respect you and your situation
- Apply our hardship policy consistently, fairly and transparently
- Give you information to help you use less energy
- Set up a payment plan to fit your capacity to pay
And we won’t initiate normal debt collection processes.
We promise to respect your privacy
We take your privacy seriously. No one else needs to know if you’re having a tough time. We’ll look after your personal and credit information exactly as per the Privacy Act 1988 (Cth). Your financial information will only be used to assess your Power On application.
What we’ll ask of you
While you’re on Power On, we need you to:
- Work with us to use less energy and pay off your debt.
- Stay in touch – let us know if anything changes.
- Make your Power On plan repayments – in full and on time.
We want to help you get back in control of your energy bills.
Hardship policies and Power On brochure
Government programs, concessions and rebates
Each state government offers a range of grant programs, concessions and rebates to financially assist people struggling with paying their energy bills. We can help you learn what concessions or rebates may be available to you.
The Australian government also offers support through the National Debt Hotline and Moneysmart. These are resources available to help you with managing money, reducing your debt and financial counselling, should you need it.
If you are a small business owner, the Small Business Debt Helpline is a free service for small business owners in financial difficulty.
Home energy advice
We can help you to understand how to reduce the energy in your home. We’ll talk about:
- the appliances you use
- the layout of your home
- how you can use these to reduce your energy usage – and with them, your bills.