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

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

• Crisis support – Lifeline
  Ph 13 11 14 (24 hours)

  Depression or anxiety – Beyond Blue
  Ph 1300 22 46 36 (24 hours)

  Domestic violence and abuse – 1800respect
  Ph 1800 737 732 (24 hours)

  Drug and alcohol addiction – Counselling online
  1800 888 236 (24 hours)

• Gambling – Gambling Help online
  1800 858 858 (24 hours)

• Health and emotional problems: Your local doctor can provide general advice and help and refer you to local services

What we will ask of you

• Have a current Victorian residential customer account with us
• Demonstrate a willingness to manage your energy costs in line with any practical assistance provided
• 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

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

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.