Financial assistance in Victoria

Having trouble paying your bill?

We'd like to help. Are you a residential customer, living in Victoria? This is how we can help you pay your bill:


Call us

Want to talk through your options? Give us a call.

phone13 24 61

7 am - 7 pm, Monday to Friday

phone1300 137 427

To talk to an interpreter.

phone133 677

For Telephone Typewriter (TTY) National Relay Service 


Payment plans

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.

Call us to talk about your options


Government programs and concession rebates

The Victorian Government offers a range of grant programs and concession rebates to provide financial assistance to people having difficulty paying their energy accounts.

See what programs and rebates apply to you


Home energy advice

Another way we can help is with an energy efficiency consultation. We can come to your home or just chat to you on the phone.

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.

Call us to find out if you're eligible for a free consultation


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:

  1. Put your debt on hold - so you don't need to make any payments on it for six months.
  2. Let you pay less than the full cost of your ongoing usage - while you find ways to use less energy.

After six months, 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.