COVID-19 customer support

If you've been impacted by COVID-19 and are struggling to pay your energy bills here’s all the information you need about the support available to you during this difficult time.

Frequently asked questions

I'm struggling to pay my bills - is there help available for me?: All energy providers have affordability programs (sometimes known as a hardship programs) to assist customers. If you're unable to pay your bill contact your provider to discuss how it can help. Support measures differ between retailers, but include payment extensions, payment plans and assistance with accessing rebates and concessions. Providers are also required to offer more flexible support during this time, including not disconnecting customers' supply. If you can't reach an acceptable arrangement with your provider, you can contact us for help.
I've lost my job or my income has decreased - can I get extra time to pay my bill?: During the COVID-19 pandemic, all residential and small business customers who are in financial stress, must be offered a payment plan or hardship arrangement, regardless of whether you meet the ‘usual’ criteria for that assistance.
I have an overdue bill - will I be disconnected?: Energy providers are not permitted to disconnect any residential or small business customers in financial stress, that have made contact with their retailer or responded to communications before 31 October 2020. Large business customers that have made contact with their retailer or responded to communications can also not be disconnected if it is on-selling energy to residential or small business customers (for example, in residential parks or retirement villages).
Can I be credit listed for overdue energy bills?: All referrals of customers to debt collection agencies for recovery actions, or credit default listing have been deferred until at least 31 October 2020.
My small business has closed down - will I be charged any fees?: All disconnection, reconnection and/or contract break fees for small businesses that have ceased operation, are being waived, along with daily supply charges to retailers, during any period of disconnection until at least 31 October 2020.
Am I eligible for rebates or other assistance?: The NSW and Federal Governments fund a number of rebates, payments and allowances for energy and water customers.

If you are experiencing financial hardship due to an emergency situation, help may be available in the form of Energy Accounts Payment Assistance (EAPA) vouchers, water Payment Assistance Scheme (PAS) vouchers, the No Interest Loan Scheme (NILS), financial counselling and customer assistance programs.
How can I reduce my energy and water usage?: There are a number of ways you can decrease energy and water usage and save money on your bills. For more information, view our energy and water savings factsheet.

How we can help

If you have an issue with your energy or water provider, contact them first. If they are not able to help you or you're not happy with their response, you can contact us to lodge a complaint.

You can also access plenty of information under customer resources and what you can complain about. With more of us working from home, your energy usage may increase. It's important to look at ways you can save on your bills and to make sure you're on the best deal.

Energy usage gone up? Learn how to save on your bills.