Payment assistance, rebates and customer assistance programs

Other options to consider

For credit and debt problems
Contact the Consumer Credit Legal Centre NSW on 1800 808 488 or visit www.cclcnsw.org.au

Speak to a financial counsellor
A financial counsellor can help you make an informed decision about the way forward with your financial situation. Visit www.financialcounsellors.asn.au

No Interest Loan Scheme
to replace old appliances
The No Interest Loan Schemes (NILS) program helps replace old appliances with new, energy efficient ones. NILS is available through some community organisations. Contact community organisations in your local area to see if they offer NILS. For more information phone (02) 4754 4050
or visit www.nilsnsw.org.au

Ask your company about how
to save money on your bills
Ask your company about ways you can reduce your bill or whether they offer free energy or water audits. An audit may help you find ways of reducing your consumption so you can save money on your bills.

Having trouble paying your bill?
If you can’t pay a bill or need more time to pay, contact your energy or water company as soon as you can to discuss your situation. Getting help early on can mean you avoid extra fees and being disconnected.

Payment plans
By law, energy companies have to offer payment plans to customers who are having trouble paying their bills. With a payment plan, you pay an agreed amount regularly towards your bill.

If you are facing disconnection because of financial difficulty, the company must provide you with a written offer of a payment plan. The payment plan must take into account your capacity to pay, any arrears owing and your consumption.

If you can’t agree with the company about how much you can afford to pay, contact EWON.

Centrepay
Most of the major companies offer Centrepay to Centrelink customers.
With Centrepay, you nominate an amount to be deducted from your pension or benefit payment (minimum of $10 per fortnight). Centrelink transfers this amount to your energy or water account. When you make a small payment every fortnight you will continue to receive a quarterly bill, but only for the amount still owing on your account. Contact Centrelink or your energy or water company to ask about Centrepay.

Customer assistance programs
Most energy and water companies in NSW provide customer assistance programs to help people who are having difficulty paying their bills.
Each company is different, so you will need to contact your company to find out what assistance they offer and whether you are eligible.

Emergency financial assistance
Financial assistance for bills is available for energy through EAPA (Energy Accounts Payment Assistance) vouchers. PAS (Payment Assistance Scheme) vouchers are available for some water customers. Contact your energy or water company to find out which agencies distribute vouchers. If you can’t locate vouchers, contact EWON.

EAPA vouchers
Energy Accounts Payment Assistance (EAPA) vouchers can be used to help pay electricity or natural gas bills. This is a NSW Government program to help people experiencing financial difficulty and is administered by the Department of Water and Energy.
EAPA vouchers are distributed by community organisations for emergency or crisis situations only.
EAPA can be used to pay for consumption of electricity or gas (but not LPG) and for service access charges. EAPA can’t be used for charges such as a disconnection fee, late payment fee, meter test fee, service call charge or as a security deposit. Customers who have been disconnected can use EAPA to reduce the consumption amount of their bill. Under NSW law, a company can’t disconnect your electricity if you are waiting to be assessed for EAPA.
PAS vouchers
Payment Assistance Scheme (PAS) provide vouchers for water bills and are currently only offered by Sydney Water and Hunter Water. PAS vouchers can only be used to pay for water consumption charges.

How to apply for EAPA or PAS
Contact a community organisation who distributes the vouchers and make an appointment to be assessed. To apply, the account must be in your name and you will need to bring the bill to your appointment. The community worker may ask you about your income and expenses, but this information is not passed on to your energy or water company.

For most companies, you can pay part of your bill with the EAPA or PAS vouchers at a post office. Remember to bring your bill with the barcode portion intact and keep the post office receipt as proof of your payment. Contact your energy or water company if you’re not sure how they accept payment using EAPA or PAS vouchers.

Rebates

NSW energy rebate for pensioners
If you are a pensioner you may be eligible to receive a rebate to help pay your electricity and gas bills. The rebate will appear on your electricity bill. Make sure you provide your company with your pensioner concession number and that your details are entered correctly on their system. If you move house or switch companies, check your bill to make sure the rebate has been applied.
Utilities allowance for pensioners
A federal government allowance to help pensioners meet the costs of regular bills such as electricity, gas and water. This allowance is paid by Centrelink, for more information phone 132 300 or visit www.centrelink.gov.au
Water rebates
Contact your water company to find out about the types of rebates they offer and how to apply. Some companies also offer lowcost services to help customers reduce their water usage.
Life support rebate
If you require certain medical equipment in your home that is necessary to sustain your life, for example a kidney dialysis machine or respirator/ventilator, you may entitled to a rebate on your electricity bill. You will need to apply to your electricity company for the rebate and provide a certificate or letter from your doctor confirming that you require the equipment. The life support rebate is additional to any pensioner rebate to which you may be entitled.

What can EWON do to help?

If you can’t make a suitable arrangement with your energy or water company, we can:

try and get you more time to pay
work out a payment plan with your company so you can pay your bill over time
give you information on:
– where to get EAPA or PAS vouchers
– payment options
– Government rebates
– assistance programs
– reducing your energy or water usage