Many Australians are struggling to pay their bills at the moment. We know times are tough, but you don’t need to go through this on your own. If you’re currently having trouble paying your bills, there are a range of support options open to you.
In this article, we explore what happens if you miss a bill and how to get support if you’re struggling to pay your energy bills.
What happens if I miss paying an energy bill?
If you’ve missed paying a bill that’s more than $55, your energy provider must contact you and offer to help you find a way to pay it off. They must:
- Offer information and advice on how you can better use energy and lower future bills
- Create a tailored plan with you to help pay your outstanding bill/s within two years
- Point you in the direction of any government rebates or concessions you might be eligible for
What can I do if I’m struggling to pay my energy bill?
There are practical steps you can take to get on top of your energy bill if you’re struggling to make payments.
1. Start by speaking to your energy retailer
If you’re struggling to pay your electricity or gas bill, the first step is to speak with your energy provider as soon as you can and see what support they can offer you. Tell them you’re having a hard time and that you need support to pay your energy bill – you have a right to receive help.
Under the Retail Law, all retailers must have a residential customer hardship program.
While each hardship program is slightly different, some of the things your retailer might be able to help with include:
- Different ways you can pay your bill, including changing the frequency or timing of your payments
- Finding out if you’re on the best energy plan for your home and your usage patterns
- Payment assistance or payment matching
- Suggestions on how to manage your energy use, reduce consumption, or become more energy efficient
- Information on concessions, rebates and relief schemes you might be eligible for
Your energy provider can’t disconnect you from your electricity or gas supply if you are in a hardship program and meeting its conditions.
2. Find out what concessions you may be eligible for
There are a range of concessions and rebates you might be eligible for from the federal, state, or territory governments. These often differ depending on your location. To be eligible for most rebates, you normally need to have a pensioner or concession card, so make sure you check the requirements of each rebate to see if you qualify.
Important things to remember:
- If you’re a concession card holder, the energy bill must be registered in your name for you to be eligible to access the concession.
- If you move homes or switch energy providers, you’ll need to make sure the rebate has been applied to the new account.
- You may need to reapply for the rebates each year.
- If your household is registered for using a life support machine, you cannot be disconnected.
Wherever you are in Australia, this list provides details of all the rebates, concessions and assistance available: https://www.energy.gov.au/rebates
3. Check if you’re on the best energy deal for you
Check out these free, independent government-run energy comparison services for households and small businesses to compare deals and make sure you’re on the best electricity or gas plan for you.
- If you’re in New South Wales, Queensland, South Australia, Tasmania, and the Australian Capital Territory, use Energy Made Easy or call 1300 585 165.
- If you’re in Victoria, use Victorian Energy Compare or call 1800 000 832.
If this is confusing, or you’d rather not change suppliers, call your current energy provider and ask them if you’re on the best deal. They have to tell you by law if you could be on a better offer.
4. Contact the National Debt Helpline
Your electricity or gas bill might be just one of the bills you’re struggling to pay. If you need additional support to manage this, or other bills and debts, call the National Debt Helpline on 1800 007 007 to speak with a financial counsellor. This is a free, independent, and confidential service. They also have a range of step-by-step guides to get your finances back on track.
5. Speak with your energy ombudsman
If you have an issue with your electricity or gas provider that you haven’t been able to resolve with them directly, you can contact your energy ombudsman for free and independent support. They can also provide you with advice and guidance if you are having difficulty paying your bill.
State | Ombudsman | Phone |
|---|---|---|
New South Wales | 1800 246 545 | |
Victoria | 1800 500 509 | |
Queensland | 1800 662 837 | |
South Australia | 1800 665 565 | |
Western Australia | 1800 754 004 | |
Australian Capital Territory | 02 6207 1740 | |
Tasmania | 1800 001 170 | |
Northern Territory | 1800 806 380 |
Act early
Don’t wait until you can’t pay your energy bill. It’s best to seek help and act as soon as you know you will find it difficult to pay your energy bill. The sooner you seek help, the sooner you can get a solution. Remember, it is your right to ask for help and there are people who can help you!
