Payment Difficulties

We’re here to help keep you connected with standard and tailored assistance, to discuss please contact us on 1300 426 594, 8.30am to 6.00pm (AEST), Monday to Friday. 

Flexible Payment Options 

This includes the ability to make payments of an equal amount over a specified period, options for making payments at different intervals, extending due dates or paying for energy use in advance.

If you are having trouble paying arrears but can meet ongoing energy costs, we can assist with extended payment plans of up to 2 years.

If you are having trouble paying arrears and ongoing energy costs, we can assist through our Hardship Program; placing your arrears on hold for up to 6 months with flexible payment options for your ongoing energy use, as we work towards lowering your energy costs.

Lowering energy usage

We can give advice about your likely future energy costs as well as energy efficiency and appropriate pricing plans. If you are in arrears and unable to meet your ongoing energy costs we can also provide practical assistance, including an over the phone energy audit and energy saving plan.

Concessions and Rebates
We will help you sign up for the relevant concessions and rebates

Other assistance
We can help you get connected to other organisations (for example financial counsellors) to provide further assistance.

For information on how we can help with concessions and rebates please refer to the Concessions and Rebates section of the website, or discuss with us over the phone on 1300 426 594, 8.30am to 6.00pm (AEST), Monday to Friday.

The following are other government and non-government contacts that may be of assistance, depending on your individual circumstances. You can access a full list of organisations and services for your area on the Department of Social Services (DSS) Grants Service Directory

Financial Counselling
Financial Counselling Australia
Ph 1800 007 007

National Debt Helpline
Ph 1800 007 007

Salvation Army
Ph 13 SALVOS (13 72 58)

St Vincent de Paul
Ph 03 9895 5800
Email: info@svdp-vic.org.au

There is also a wide range of useful resources, advice, calculators and links available on the Moneysmart website

Financial Crisis and Material Aid – Emergency Relief

Salvation Army
Ph 13 SALVOS (13 72 58)

St Vincent de Paul
Ph 03 9895 5800
Email: info@svdp-vic.org.au

Local Church, Community Centres or Community Organisations can also often help. Please refer to Department of Social Services (DSS) Grants Service Directory for a full list of providers in your area.

Disaster Relief

Disaster Assist
Concession Centrepay
A free and voluntary service to pay bills and expenses as regular deductions from your Centrelink payment to budget and manage your bills and finance.

1st Energy centrepay number is 555117312V. The reference number can be found on your bill.

For more information on how to register, please visit http://www.humanservices.gov.au/Centrepay

Utility Relief Grant Scheme (URGS)

The Utility Relief Grant Scheme provides assistance if you do not have the capacity to pay your current electricity bill due to a sudden or temporary financial crisis and you are at risk of disconnection of supply due to non-payment.

You may only apply through the scheme once every 2 years for your electricity account.

To be eligible you must hold a valid concession card. Valid concession cards include:

• Pensioner Concession Cards issued by Centrelink or the Department of Veterans’ Affairs
• Health Care Cards issued by Centrelink
• Department of Veterans’ Affairs Gold Repatriation Health Cards.

For more information, please visit https://services.dffh.vic.gov.au/utility-relief-grant-scheme

Legal Advice
National Association of Community Legal Centres
Ph 02 9264 9595
Email info@naclc.org.au

Legal Aid
Consumer action law centre
Women’s Legal service
Ph 1800 133 302
admin@womenslegal.org.au

Emotional Support and Practical Advice

We’re here to help keep you connected with tailored assistance, to discuss please contact us on 1300 426 594, 8.30am to 6.00pm (AEST), Monday to Friday.

Flexible Payment Options

This includes the ability to make payments of an equal amount over a specified period, options for making payments at different intervals, extending due dates or paying for energy use in advance.

If you are having trouble paying arrears and ongoing energy costs, we can assist via our Hardship Program with flexible payment arrangements that consider your debt, ongoing energy use and capacity to pay over the next 12 months

Lowering energy usage
We can give advice about your likely future energy costs as well as energy efficiency and appropriate pricing plans. If you are in hardship, we can also provide information to help lower your energy costs, including an over the phone energy audit and energy saving plan.

Concessions and Rebates
We will help you sign up for the relevant concessions and rebates

Tas Salvos
The Tasmania Salvation Army provides an Energy Hardship Fund which eligible residential customers may be able to access.

Available to customers experiencing vulnerability and hardship such as:

• death in the family;
• household illness;
• family violence;
• unemployment; or
• reduced income.

For more information, please contact us on 1300 426 594 or visit https://www.salvationarmy.org.au/need-help/financial-assistance/

Other assistance
We can help you get connected to other organisations (for example financial counsellors) to provide further assistance.

What we will ask of you
Have a current residential customer account with us
Demonstrate a willingness to pay
Remain in contact with us
Please click here for a copy of our Hardship Policy.

We’re here to help keep you connected with tailored assistance, to discuss please contact us on 1300 426 594, 8.30am to 6.00pm (AEST), Monday to Friday.

Flexible Payment Options
This includes the ability to make payments of an equal amount over a specified period, options for making payments at different intervals, extending due dates or paying for energy use in advance.

If you are having trouble paying arrears and ongoing energy costs, we can assist via our Hardship Program with flexible payment arrangements that consider your debt, ongoing energy use and capacity to pay over the next 12 months

Energy Accounts Payment Assistance (EAPA)
You may be eligible for Energy Accounts Payment Assistance (EAPA) if you are experiencing payment difficulty because of a short term or emergency crisis. EAPA vouchers are sent electronically to your energy retailer to help pay your home electricity or gas account. Applying for EAPA vouchers involves an eligibility assessment by a NSW Government representative or an approved non-government EAPA provider.

EAPA voucher limits apply, and vouchers can’t be used to put your energy account into credit, on closed accounts, or if your account has already been paid.

Eligibility

• have an electricity or natural gas account for a NSW residential address, which is your primary place of residence, and the account must be active at the time of your assessment (all other accounts are not eligible)
• be the electricity or natural gas account holder (your account and bill must be in your name)
• be experiencing a short-term financial crisis or emergency that has caused you financial hardship and impacted your ability to pay your current residential energy bill (in part or in full).

For more information on how you can apply, please visit https://www.service.nsw.gov.au/transaction/energy-accounts-payment-assistance-eapa-scheme

Lowering energy usage
We can give advice about your likely future energy costs as well as energy efficiency and appropriate pricing plans. If you are in hardship, we can also provide information to help lower your energy costs, including an over the phone energy audit and energy saving plan.

Concessions and Rebates
We will help you sign up for the relevant concessions and rebates

Other assistance
We can help you get connected to other organisations (for example financial counsellors) to provide further assistance.

What we will ask of you

• Have a current residential customer account with us
• Demonstrate a willingness to pay
• Remain in contact with us

Please click here for a copy of our Hardship Policy.

We’re here to help keep you connected with tailored assistance, to discuss please contact us on 1300 426 594, 8.30am to 6.00pm (AEST), Monday to Friday.

Flexible Payment Options
This includes the ability to make payments of an equal amount over a specified period, options for making payments at different intervals, extending due dates or paying for energy use in advance.

If you are having trouble paying arrears and ongoing energy costs, we can assist via our Hardship Program with flexible payment arrangements that consider your debt, ongoing energy use and capacity to pay over the next 12 months

Home Energy Emergency Assistance Scheme (HEEAS)
The Home Energy Emergency Assistance Scheme:

• is for Queensland households experiencing problems paying their electricity or reticulated natural gas bills because of an unforeseen emergency or a short-term financial crisis
• is one-off emergency assistance to help with paying your home energy bills
• pays up to $720 once every 2 years.

To be eligible you must be responsible for paying the outstanding bill (the bill does not need to be in your name) and meet one of the following:

• hold a current concession card, or
• have an income equal to or less than the Australian Government’s maximum income rate for part-age pensioners; contact Services Australia or the Department of Veterans’ Affairs for details of the maximum income rate
• be part of your energy provider’s hardship program or payment plan.

To apply, contact us on 1300 426 594 to review your eligibility criteria and provide you with an application number before completing an online form.

For more information, please visit https://www.qld.gov.au/community/cost-of-living-support/concessions/energy-concessions/home-energy-emergency-assistance-scheme

Lowering energy usage
We can give advice about your likely future energy costs as well as energy efficiency and appropriate pricing plans. If you are in hardship, we can also provide information to help lower your energy costs, including an over the phone energy audit and energy saving plan.

Concessions and Rebates
We will help you sign up for the relevant concessions and rebates

Other assistance
We can help you get connected to other organisations (for example financial counsellors) to provide further assistance.

What we will ask of you

• Have a current residential customer account with us
• Demonstrate a willingness to pay
• Remain in contact with us

Please click here for a copy of our Hardship Policy.

We’re here to help keep you connected with tailored assistance, to discuss please contact us on 1300 426 594, 8.30am to 6.00pm (AEST), Monday to Friday.

Flexible Payment Options
This includes the ability to make payments of an equal amount over a specified period, options for making payments at different intervals, extending due dates or paying for energy use in advance.

If you are having trouble paying arrears and ongoing energy costs, we can assist via our Hardship Program with flexible payment arrangements that consider your debt, ongoing energy use and capacity to pay over the next 12 months

Emergency Electricity Payment Scheme (EEPS)
The Emergency Electricity Payment Scheme (EEPS) is to provide assistance to households in a financial crisis who are unable to pay their electricity debt. A payment of up to $400 is provided to low-income households who have been disconnected or are at risk of disconnection. Applicants are entitled to apply for an emergency electricity payment once every three years after the date of their last EEPS payment.

EEPS is only accessible through the assistance of a financial counsellor, who will assess your financial situation before lodging an application.

Please contact the National Debt Helpline on 1800 007 007 (Mon to Thurs: 9.30am–8pm and Friday: 9.30am-4.30pm) to book an appointment with a financial counsellor. Financial counselling is a free, confidential and independent service. For more information, please visit https://www.affordablesa.com.au/programs/utilities/emergency-electricity-payment-scheme-eeps

Lowering energy usage
We can give advice about your likely future energy costs as well as energy efficiency and appropriate pricing plans. If you are in hardship, we can also provide information to help lower your energy costs, including an over the phone energy audit and energy saving plan.

Concessions and Rebates
We will help you sign up for the relevant concessions and rebates

Other assistance
We can help you get connected to other organisations (for example financial counsellors) to provide further assistance.

What we will ask of you

• Have a current residential customer account with us
• Demonstrate a willingness to pay
• Remain in contact with us

Please click here for a copy of our Hardship Policy.