Customer assistance programs

In New South Wales, electricity retailers must have a hardship policy. This helps customers in need. Gas retailers also need one. 

A hardship policy tells how the retailer helps customers. It aids those who can’t pay their bills. 

Electricity and gas retailers must also have a customer assistance program. 

If you are finding it hard to pay your bills, contact your retailer. Ask what help they can give you. 

Each retailer may have different rules about who can join its program. 

If you join a customer assistance program, you are protected from disconnection. Your retailer must also help you set up a payment plan that suits your needs. 

Your retailer may also offer extra help if you make regular payments. This could include waiving fees or making co-payments. 

What a hardship policy must include 

Under section 44 of the National Energy Retail Law (NSW), a hardship policy must explain how the retailer will: 

• Find customers struggling to pay due to hardship.

• Let customers inform retailers about their situation.

• Respond quickly when a customer asks for help.

• Offer flexible payment options, like plans and Centrepay.

• Inform customers about government concessions.

• Share details on financial counselling services.

• Check if customers have the right energy contract for them.

Since 2 October 2019, energy retailers must have hardship policies. These policies help customers in financial trouble. They offer clear and better support. 

You can read more on the Australian Energy Regulator website.