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COVID-19 customer support

If you've been impacted by COVID-19 and are struggling to pay your energy bills, contact your provider to find out how they can help. 

All energy providers have affordability programs (sometimes known as a hardship programs) to assist customers. Support measures differ between retailers, but include payment extensions, payment plans and assistance with accessing rebates and concessions. If you can't reach an acceptable arrangement with your provider, you can contact us for help.

Extra support that was offered as part of the AER's Statement of Expectations has now expired, unless you are subject to a COVID-19 lockdown.

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) or financial counselling.

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.