There are different payment options available to hardship customers, including:
In some cases, we may also consider partial debt waiver options or payment holidays.
When you are in our hardship program, we will offer you flexible payment options to suit your individual situation.
To make your payment plan, we will consider:
how much you can pay;
how much you owe;
how much energy we expect you will use in the next 12 months.
This will help us figure out a payment plan that is right for you.
We will offer a payment plan to suit your situation. This will include payments to cover:
what you owe;
an amount to cover your energy use.
Once we agree to a payment plan, we will send you information including:
who you can contact for more help;
how long the payment plan will go for;
the amount you will pay each time;
how many payments you need to make;
when you need to make your payments (this is also called the frequency of the payments);
how we worked out your payments.
You can choose to use Centrepay, if you are eligible.
Centrepay is a free service you can use to help pay your bills. Centrepay can automatically take an amount of money from your Centrelink payments to go toward energy bills and expenses.
Depending on the rules in our hardship policy, we may be able to remove some debt, fees or charges you owe.
If you miss a payment, we will contact you to see if you need help. We will contact you by firstly attempting to contact you via your preferred method of communication and at the same time writing to you to ask you to establish contact. If we can’t get a hold of you within a week, we will then send you a further letter via post and email and ask that you contact us.