Electricity Hardship Programs In Australia

Electricity hardship programs are intended to help customers who cannot keep up with energy bills. If that is your situation, the most important step is to contact your retailer early rather than waiting until reminder notices escalate.

What is an electricity hardship program?

Energy Made Easy explains that under the National Energy Retail Law, retailers must help customers who are having payment difficulties. That support can include formal hardship programs as well as other payment-assistance arrangements.

What support may a retailer offer?

According to Energy Made Easy, retailers must offer or discuss support options such as:

• regular smaller payments or a payment plan;
• help checking government rebates and concessions;
• information about financial counselling services.

They may also give more time to pay, waive late payment fees in some situations, suggest cheaper plans or provide energy-saving guidance.

Why contacting your retailer early matters

Waiting can narrow your options. If you contact the retailer while the issue is still manageable, it is easier to arrange smaller instalments or a plan that matches your circumstances. If you keep up with an agreed payment plan, retailers have stronger limits on when they can disconnect your service.

What should you ask for?

Be direct. Ask:

• whether the retailer has a hardship or payment difficulty program;
• whether you are eligible for a payment plan;
• whether any concessions or rebates may apply;
• whether the retailer can review whether you are on the best available plan for your usage;
• what happens if your circumstances change again.

Other support pathways

Energy Made Easy also points customers to financial counselling support, and notes that Centrepay may be available for some customers receiving Centrelink payments. If you need independent debt help, the National Debt Helpline is a useful starting point.

Common mistake

A common mistake is assuming hardship support only applies after disconnection warning letters arrive. In practice, the best time to ask for help is earlier, while there is still room to shape a workable arrangement.

Compare and reduce future bill pressure

Hardship support addresses immediate pressure. It is also worth checking whether your tariff, plan structure or appliance usage is making your bills harder to manage than they need to be. Comparing electricity plans and understanding your bill can help with the longer-term part of the problem.

Sources and methodology

This guide is based on Energy Made Easy guidance current at the time of writing. Specific support processes can vary by retailer and jurisdiction, so confirm the current hardship pathway directly with your provider if you need help.