Having trouble paying your energy bills? You have rights

Under the payment difficulty framework, your energy retailer must provide you with assistance if you are anticipating or experiencing difficulty paying your energy bills.

Contact your energy retailer at your earliest opportunity so that they can work through the types of assistance available to you.

There are many reasons why you might find yourself struggling to pay your energy bills.

Your energy company must let you know what help is available, including flexible payment options and making disconnection a last resort.

What types of assistance are available to me?

The types of assistance available to you are varied and the energy retailer is obliged to take into consideration your individual circumstances when offering assistance to help you with your financial situation.

Staying on top of things

If you need help staying on top of your energy bills, you can ask for standard assistance before things get out of control. At this stage, your energy company must offer you at least three of these options:

• pay smaller amounts more often
• change how often you pay
• delay payment of a bill (you can do this once per year)
• pay in advance when you have the money.

If you miss a bill

Your energy company must contact you to offer help if you miss a bill and owe more than $55 (inc. GST). They must work with you to provide tailored assistance that includes:

• a plan to pay off your bills over a period of up to two years
• information on your energy use and how to lower it
• advice on government or non-government assistance that may be available to you (including utility relief grants and energy concessions).

If you are eligible for a utility relief grant, your energy retailer must assist you to complete the application form and lodge the form on your behalf.

Do I need to provide evidence of my financial situation?

When discussing your circumstances with your energy retailer, you are not required to provide evidence to substantiate your financial situation before or at any time you access assistance.

If you can't afford ongoing energy use

Electricity and gas companies cannot disconnect your service if you owe less than $300 or are currently on a payment plan. They must also take your personal circumstances into account such as the loss of employment, family violence or relationship breakdown, serious illness, death or unexpected expenses.

If you or somebody you know can’t afford your ongoing energy use, your energy company must offer additional help including:

• to pay less than the full cost of your energy use (this may be added to the amount you owe later)
• a payment plan where your arrears are on hold for minimum six months, while you make reduced payments (less than what you use at the property) and try to reduce your energy use
• information on your energy use and how to lower it
• advice on other assistance (including utility relief grants and energy concessions)
• the best price that works for you (e.g. best offer)
• practical assistance to help you complete and lodge a utility relief grant application
• practical help to reduce your energy bills (for example, using energy efficiency products).

Who you need to talk to

You should also talk to your energy company as soon as you know you may have trouble paying your energy bills. Call your energy company to talk about flexible payments and support services.

If you have a complaint you are not able to resolve with your energy company, you can call the Energy and Water Ombudsman Victoria on 1800 500 509.

If you have a question about how energy companies follow our rules, you can contact us.

Other useful resources

Information for consumers – simple!

The Energy Info Hub, provided by the Consumer Policy Research Centre – an independent, non-profit consumer think tank – helps simplify energy for all Victorians.

You’ll find videos and factsheets that put you back in control so you can feel confident about the decisions you make when it comes to your energy.

Financial Counselling Program

Financial counsellors are also available to provide free, independent and confidential phone or face-to-face counselling sessions through the Financial Counselling Program administered by Consumer Affairs Victoria. This program provides support to people experiencing financial difficulty, including managing energy bills.

Find a financial counsellor near you by using the 'find a financial counsellor' map at www.moneysmart.vic.gov.au

You can also contact the National Debt Helpline on 1800 007 007.