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Having trouble paying your bill
If you’re having difficulty paying your energy bills, contact us as soon as you can. We can talk through your circumstances and help you understand the support available.
Visit our Contact Us page and select the option that matches your account number. We’ll direct you to the right team. If you need an interpreter, call 13 14 50.
The assistance below is for residential customers. Business customers can find support in the Business support section.
Flexible payment options
We can help you arrange a payment plan that takes your circumstances into account. Options include:
- paying equal amounts over an agreed period
- making payments at different intervals
- extending your bill’s due date
- paying for energy use in advance.
Help to lower your energy costs
We can provide advice about your likely future energy costs, energy efficiency and suitable pricing plans. If you have overdue bills and cannot meet your ongoing energy costs, we can also provide practical assistance, including a phone-based energy audit and a plan to reduce your energy use.
Our hardship program and policy
Contact us to discuss the assistance available. Our hardship policy explains how we support customers to manage their energy usage and costs while participating in our hardship program.
Assistance in your state
Payment assistance and emergency grant schemes vary by state. Select your state below to see what’s available. We can also help you check which concessions and rebates you may be eligible for.
Payment assistance for Victorian customers
If you can pay for your ongoing energy use but need help with overdue bills, we can help you arrange a payment plan to repay your arrears over up to two years.
If you cannot afford both your arrears and ongoing energy use, tailored assistance includes an initial six-month pause on repayments of your arrears. During this time, we will work with you on payments you can afford towards your ongoing usage and practical ways to lower your energy costs. The arrears hold may be extended depending on your circumstances and progress.
Utility Relief Grant Scheme (URGS)
The Utility Relief Grant Scheme helps eligible low-income households pay overdue electricity, gas or water bills caused by a temporary financial crisis.
You may qualify if you hold an eligible Pensioner Concession Card, Health Care Card or Veterans’ Affairs Gold Card. Low-income households without one of these cards may also qualify. Other eligibility criteria apply.
Contact us to check your eligibility and request an application. We can help you apply. Limits apply over a two-year period, but receiving a grant does not necessarily prevent a further application within that period.
Payment assistance for Tasmanian customers
If you are having trouble paying arrears and ongoing energy costs, we can assist through our hardship program. Flexible payment arrangements consider your debt, expected energy use and capacity to pay over the next 12 months.
Energy Hardship Fund
The Energy Hardship Fund may help eligible Tasmanians who are experiencing financial hardship and need short-term assistance with energy costs. Support is available through approved community organisations, including the Salvation Army.
Contact a participating provider for an assessment and bring your current energy bill. The provider can apply for assistance on your behalf if you are eligible.
Payment assistance for NSW customers
If you are having trouble paying arrears and ongoing energy costs, we can assist through our hardship program. Flexible payment arrangements consider your debt, expected energy use and capacity to pay over the next 12 months.
Energy Accounts Payment Assistance (EAPA)
Energy Accounts Payment Assistance (EAPA) can help with current residential electricity or gas bills if you are experiencing short-term financial hardship, a crisis or an emergency.
The account must be open and the bill must remain unpaid in whole or in part. Eligibility and assistance limits apply. Apply through Service NSW or an approved EAPA provider for an assessment.
Payment assistance for Queensland customers
If you are having trouble paying arrears and ongoing energy costs, we can assist through our hardship program. Flexible payment arrangements consider your debt, expected energy use and capacity to pay over the next 12 months.
Home Energy Emergency Assistance Scheme (HEEAS)
The Home Energy Emergency Assistance Scheme (HEEAS) provides up to $720 once every two years for eligible households struggling to pay electricity or reticulated natural gas bills after an unforeseen emergency or short-term financial crisis within the past 12 months.
Income, concession or payment-plan criteria and other eligibility requirements apply. Contact us first so we can review your circumstances and provide the application number needed for the online form.
Payment assistance for South Australian customers
If you are having trouble paying arrears and ongoing energy costs, we can assist through our hardship program. Flexible payment arrangements consider your debt, expected energy use and capacity to pay over the next 12 months.
Emergency Electricity Payment Scheme (EEPS)
The Emergency Electricity Payment Scheme (EEPS) provides up to $800 towards an eligible electricity account, no more frequently than once every two years. It supports customers in financial hardship who have electricity debt and are at risk of disconnection or have already been disconnected.
Contact a financial counsellor to assess your circumstances and help lodge an application. Approved assistance is credited directly to your electricity account.
Payment assistance for Australian Capital Territory customers
If you are having trouble paying arrears and ongoing energy costs, we can assist through our hardship program. Flexible payment arrangements consider your debt, expected energy use and capacity to pay over the next 12 months.
Cost of living support
The ACT Government also provides cost of living support. Visit Cost of living support – ACT Government to find information on rebates, concessions, payments and services to help with household, health care, housing, transport and education costs.
Other ways to get support
Centrepay
Centrepay is a voluntary bill-paying service that is free for Centrelink customers. You can use it to arrange regular deductions from an eligible Centrelink payment towards your energy bills.
You can manage deductions through your Centrelink online account in myGov. To confirm the correct Centrepay reference details for your account, contact us before setting up deductions.
You can also complete a Centrepay deduction authority form. Read the customer deduction guide before completing and signing the form, then contact us for help submitting it to the right team.
Free financial counselling
Financial counsellors can help you understand your options and work out what you can afford to pay. The National Debt Helpline provides free, independent and confidential help. Call 1800 007 007.
Community assistance
The Salvation Army, St Vincent de Paul and local community organisations may be able to help with emergency relief or refer you to other services. Availability depends on your location and circumstances.
Other useful resources
Business support
If you’re having trouble paying your business energy bill, contact us to discuss a payment extension. We may also be able to arrange a payment plan covering your current debt and future energy use, and provide estimates of future costs and advice on reducing usage.
The Small Business Debt Helpline provides free, independent and confidential advice to small business owners and sole traders. Call 1800 413 828.
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