hardship & financial support

Having trouble staying on top of your bills? If you need financial assistance, our Power On program and your state-based scheme can help.


Our Power On program

Origin's Power On program is our way of helping residential customers who are experiencing hardship manage their energy usage and bills. 

What does hardship mean?

Hardship is when somebody would like to pay their energy bills, but doesn’t have the means to do so. This might only be for a short time (maybe because of a temporary change in employment), or it might be ongoing, where a customer has a low fixed income or prolonged illness.

How Power On works

Power On gives our residential customers who are experiencing hardship access to information and bill payment assistance options – so they can get on top of their energy bills, and stay there.

Our Power On commitments:

  • To respect you and show empathy and sensitivity towards your situation.
  • To apply our Power On policy consistently, fairly and transparently.
  • To provide information on sustainable energy use.
  • To establish a reasonable payment plan based on your capacity to pay.
  • To let you know about our Power On Policy.
  • To make sure you know exactly what you need to do while you’re on Power On.

While a customer remains in Power On we won’t disconnect their energy supply or follow our normal debt collection process.

Your Power On commitments: 

  • To work with us towards sustainable energy use and repaying their energy account debt.
  • To stay in touch and let us know about any change in their circumstances. 
  • To make all scheduled Power On plan repayments, in full and on time. 

Helping our customers on the Power On program get back in control of their energy usage and bills means working together – so hopefully we can all stick by these commitments.

Helping you get back on track by offering:

  • Flexible payment plan options
  • Centrepay and direct debit information
  • Energy efficiency advice 
  • Concession and rebate assistance 
  • Financial counseling service referral 
  • An energy plan that best suits your needs.  

Our privacy promise

We take our customers’ privacy seriously, and look after their personal and credit information under the requirements laid out in the Privacy Act 1988 (Cth). We’ll only use their financial information to assess their application for assistance.

Get in touch 

If you’re having trouble paying your bills, give us a call as soon as possible on 13 24 61 between 7 am and 9 pm. We’re here to help. If you need an interpreter, call 1300 137 427.

Our hardship policy

You can also see our Hardship brochure (PDF 5 MB) to find out more about assistance that may be available to you.

Just so you’re aware, you won’t get a pay on time discount on your bill if:

  • you get a payment extension
  • you don’t pay your Power On instalments by direct debit


State-based schemes

Queensland HEEA Scheme

What’s the Queensland HEEA Scheme?

The Queensland Home Energy Emergency Assistance (HEEA) scheme is a safety net that offers  help to eligible low-income households - making sure your electricity and gas stays connected even when you’re having financial troubles paying your bills.  

Need more information?

If you’re in Queensland and think you meet the criteria of the scheme,  call us on 13 24 61 and ask about Home Energy Emergency Assistance (HEEA). We’ll then put you in touch with our Customer Advocacy team – who will   assist with your HEEA application.

Queensland HEES Scheme

Victoria - URGS Scheme

What’s the Victorian URGS Scheme?

The Victorian Utility Relief Grant Scheme (URGS) provides assistance to low-income households in a financial crisis who aren’t able to pay a utility bill.

For more information, and to check your eligibility, visit the Victorian Government’s Utility Relief Grant and Non-Mains Utility Relief Grant schemes web page.

If you’re in Victoria and think you meet the criteria of the scheme, call us on 13 24 61 and ask about the Utility Relief Grant Scheme (URGS). We’ll put you in touch with our Customer Advocacy team, who will assist you with your URGS application.


New South Wales EAPA Scheme

What is the NSW EAPA Scheme?

Energy Accounts Payment Assistance (EAPA) vouchers are available to  households who are having difficulty paying their electricity or gas bill. The $50 EAPA vouchers are distributed to electricity and gas customers by a range of community welfare organisations.

Need more information?

Find out more or call Service NSW on 13 77 88.