Open mobile menu

Support for customers impacted by Coronavirus

The impact of Coronavirus across NSW has been been devastating and as the situation develops, more support is becoming available to affected households and businesses. To help energy and water customers, we've collected some information on available support. We'll add more information on these measures as we're advised of them.

Government assistance

The Federal and State Governments have announced a range of support measures to help households and businesses.

Energy provider assistance

All energy providers have a existing affordability program (sometimes known as a hardship program). If you're unable to pay your bill contact them to discuss how they can help. Support measures differ between retailers, but include payment extensions, payment plans and assistance with accessing grants and concessions.

The Australian Energy Regulator (AER) have set out ten principles which they expect providers to follow during this time.They include:

  • that energy retailers offer affordability or hardship arrangements to all customers in financial stress, even if they don't meet the usual criteria
  • no disconnection of any residential or small business customers in financial stress before 31 July 2020 and possibly beyond 
  • deferring referrals to debt collection agencies, or credit default listing until at least 31 July 2020
  • waiving disconnection, reconnection and/or contract break fees and daily supply charges for small businesses that have ceased operation, during any period of disconnection until at least 31 July 2020.

Read more and download the full statement from the AER website.

The Australian Energy Council have also listed a range of support measures that their members have committed to (PDF).

Read more on energy sector support:

Energy distributors are also working hard to ensure supply during this time. For more information on their approach visit their websites:

Water provider assistance

Water providers may also offer payment extensions and other assistance to people whose incomes have been impacted by Coronoavirus. Contact the relevant provider directly to discuss how it can help. 

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. Please be patient as our staff our working from home and you may experience longer than usual wait times.

You can also access plenty of information on our website under customer resources and what you can complain about. With more people working from home, your energy usage may increase. It's important to look at ways you can save on your bills.