Hide message
At EnergyAustralia, we’re standing by you through these difficult times, whether it is related to recent impacts to energy prices or natural disasters.
Our assistance programs are in place for you to access when you need them.
We’ve also outlined some of the measures available from state governments to help with energy costs.
If you’re experiencing difficulties with your energy bill payments, contact us. We’re here to help.
Please check our updates and our Residential or Business sections below to see what help is available.
National Energy Bill Relief
On 9 December 2022, National Cabinet agreed to introduce the National Energy Bill Relief scheme, to help soften the impact of rising energy prices through temporary and targeted energy bill relief. This means electricity bills of eligible customers will be credited with a payment on their electricity bill.
If you’re an existing residential concession card holder in ACT, NSW, SA or VIC, a residential customer in QLD or a small business that meets the eligibility criteria defined by each state government, you won’t need to do anything. You’ll see the payment on your bills issued by August 2023.
For further information please refer to Energy Bill Relief Fund page and for Victorian customers, find out more about getting help with paying your energy bills.
Financial support
Please know that we don’t disconnect residential customers in financial stress who reach out for help. Our EnergyAssist hardship program helps residential customers in financial stress through flexible ways including payment extensions, payment plans and advice.
Setting up payment extensions
If you need more time (up to four weeks) to pay your energy bill, you can set up a payment extension for some breathing space to get back on your feet.
You can do this through:
- My Account
- The EnergyAustralia mobile app
- Requesting a payment extension form
- Phone – call us on 133 466 and follow the prompts
Government assistance
Individual state governments have launched the following current energy-related relief payments.
NSW
QLD
SA
VIC
Financial support
We know that Australian businesses do it tough when unexpected circumstances arise, making it hard to operate. As each business’ circumstances are different, we work on a case-by-case basis with our customers to find solutions and help them through tough times.
Reach out
We have a specialised support channel to have these conversations with you and the right tools to provide a customised plan that suits you – so get in touch if you need assistance.
Our team of Australia-based business energy specialists is available from 8.00am to 6.30pm Monday to Friday.
If you’ve reached out to us before for support and have arrangements in place that will end soon, give us a call on 1800 709 985 so we can continue to help you.
If you’re a large business customer, please email your account manager or the large business customer service team to discuss your needs.
Rapid Business Assist (RBA)
We’ve designed Rapid Business Assist (RBA) to support you as a business customer and help you get through challenging times or short-term financial difficulties.
We know every business faces different circumstances and we're working on a case-by-case basis with our customers to find solutions. Through our RBA program, we can help you by:
- Providing access to our Cashflow Assist program for eligible customers*
- Ensuring your business is on the right EnergyAustralia business plan
- Undertaking a free energy efficiency assessment to help you reduce your business’ energy use
Call us on 1800 709 985 to talk through your business options and whether you’re eligible for assistance through our RBA program.
*Cashflow Assist provides tailored financial assistance to eligible business customers to help navigate through difficult periods.
Please see our Hardship Policy for further information.