Several reforms aimed at improving affordability and consumer protections have come into effect for NSW energy customers. Introduced from 1 July 2026, the changes include enhancements to the Energy Accounts Payment Assistance (EAPA) scheme, new restrictions on disconnections, and reductions to default electricity prices.
More flexible EAPA support
The EAPA scheme provides emergency financial assistance to eligible customers experiencing a short-term financial crisis.
EAPA assistance can now be applied in exact dollar amounts rather than in $50 increments. This change means support can be tailored more closely to a customer's individual circumstances and outstanding bill balance, helping ensure assistance is provided where it is needed most.
We encourage customers who are struggling to pay their energy bills to seek help early and explore the support options available to them.
Stronger protections against disconnection
New rules have also strengthened protections for customers facing energy debt.
Energy retailers can no longer disconnect a customer for non-payment if the amount owing is less than $500. Customers who have agreed to a payment arrangement are also protected from disconnection.
These changes aim to provide greater security for customers experiencing financial pressure, while giving them more time and flexibility to work with their retailer to manage outstanding bills.
Lower electricity prices for households and businesses
Default electricity prices have decreased, with households expected to save between $66 and $211 per year. Small businesses are expected to save between $432 and $1,303 annually, depending on their location and circumstances.
The Default Market Offer acts as a benchmark price that can help customers compare electricity plans and assess whether they are receiving a competitive deal.
Customers can further explore available energy offers and compare plans through the Australian Government's Energy Made Easy website, which provides information to help consumers find options that may better suit their needs.
Know your options
With cost-of-living pressures continuing to affect many households and small businesses, understanding available support and protections can make a significant difference.
Customers who are experiencing difficulties paying their energy bills should contact their retailer as soon as possible to discuss available assistance and payment options.
For more information about assistance available, visit our Help paying bills webpage.
