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: