How can I find help from my energy retailer?

If you’re struggling to pay your bill - even a little bit - or have questions about your energy plan or energy use, reach out to your energy provider today. It is your right to ask them for help if you are struggling to pay your energy bills, and they have to help you by law. 

In this article, we outline how your energy retailer can help you, how to contact them, and what to do if you can’t resolve your problem.

I'm struggling, how can my energy provider help me?

Your energy provider has a special team that helps people experiencing hardship. If you need help, don’t hesitate to contact them as quickly as you can. The sooner you contact them, the sooner you can access help.

You might be experiencing hardship for a range of reasons including:

• Death of a family member
• Household illness
• Family and domestic violence
• Unemployment
• Reduced income

If you’ve been impacted by family or domestic violence, you have additional rights. Contact your energy provider as soon as possible to receive protections for your energy account and additional support. You do not need to provide proof that you are affected by family violence.

If you’re unsure how to start the conversation, here are some questions you can ask. Say:

• I'm having trouble paying my bill. What can you do to help me?
• I can't pay what you're asking me. Can you put me on your hardship program?
• Am I eligible for a government concession, rebate, or other help (and explain your situation)? 

If you are in your energy provider's hardship program and meeting its conditions, you cannot legally be disconnected. 

Does my energy provider have to help me get a better deal?

If you could be on a better deal with them, your energy provider has to tell you this. Often they tell you in a message on your bill, but many people don't spot these messages, so it pays to give them a call. 

When you call them, ask them:

• Am I on the best plan for my circumstances?  (Read our article, Am I on the best energy plan?, for more tips)
• Are there any discounts that I’m eligible for? 

Why else should I contact my energy provider?

You might also want to contact them if:

• You have questions about when or how much you are being charged
• You think there might be an error with your bill, e.g. you think you’ve been charged too much
• You’re moving house and need to change your address
• You have a complaint about the service provided

How can I contact my energy provider?

You can call their support number directly, email them, or chat with a team member via the live chat function on their website (depending on the retailer).

Look at your most recent energy bill to find their contact details. 

What do I say?

When you speak with your energy provider, you’ll need to:

• Provide your account number (which you can find on your bill)
• Explain why you are calling in as much detail as possible.
• Note down the details of the call and its reference number, in case you need to refer back to it in the future.

My energy provider didn’t resolve my problem. What can I do?

The Ombudsman in your state is the best point of contact if you’re not satisfied with the response from your energy company. They can help escalate your issue and handle your complaint. You can find the details of your state’s Ombudsman below.