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Assistance for family and domestic violence situations
In immediate danger? Call 000
Help is available 24/7.
Summary
If you’re experiencing family or domestic violence:
- There are ways we can support you, like keeping your power on, providing financial assistance and keeping your information secure. Read our Family and Domestic Violence Policy (PDF) or see More info in this article.
- You can also call 1800RESPECT on 1800 737 732 or visit 1800RESPECT for confidential information, counselling and support.
- You can find more resources in Family and domestic violence support services.
More info
If you’re experiencing family and domestic violence, keeping your power on is critical but managing the everyday, like your energy accounts, can become overwhelming. This article explains what to expect when you call us, including what we’ll ask and not ask.
You can also read our Family and Domestic Violence Policy (PDF).
What you can do
- Call us on 1300 426 594 or speak to us through an interpreter on 13 14 50. We’ll spend time with you to understand your circumstances and ways we can help.
- Email us at [email protected]. Note it may take 2–3 business days for us to process your email.
Here’s how we’ll help
You won’t need to call us with proof
To update your account with information about your situation we won’t require documentation. Tell us what’s going on and we’ll do what we can to support you.
We’ll work with you to keep your power on
Where needed, we can arrange the most suitable payment solution to avoid or clear arrears and cover ongoing use.
We won’t ask you to repeat yourself
Because we’ll make a note on your account, we’ll be aware of your situation. If or when we have further conversations or interactions with you, we won’t ask you to explain your situation again.
You can nominate an authorised person to assist you
If you want someone else to help manage your account during this time you can nominate them as an authorised person. Set this up with an energy specialist when you call.
We can help with financial assistance options
You may be entitled to payment assistance. For more information, visit our Hardship Assistance page.
We’ll keep your information secure
If you feel it’s unsafe to receive information from us at your home address, we can get it to you without compromising the security of that information. For example, if:
- You share an email address and/or password, we can change what’s on your account.
- There’s a joint account holder or another authorised person on your account, we can remove them.
Call us and we’ll check if you’re the authorised account holder, then we’ll help you make the changes you need.
