At Energy On, we understand that there may be times when paying your energy bills becomes difficult. Whether you're experiencing a temporary setback or ongoing financial hardship, we're here to help and work with you to find a solution.
We offer two types of support:
- Payment Assistance for short-term payment difficulties.
- Financial Hardship Support for customers experiencing ongoing financial challenges.
Payment Assistance
If you're having trouble paying your current invoice, you may be eligible for Payment Assistance. Depending on your circumstances, we may be able to provide:
- Additional time to pay your bill
- Fixed instalment payment plans
- Information about government concessions, rebates, and support programs
- Energy-saving advice to help reduce your future bills
If your financial difficulties are ongoing, you may be eligible for additional support through our Financial Hardship Program.
Financial Hardship Support
Our Financial Hardship Program is designed to provide longer-term assistance and support customers who are experiencing ongoing financial difficulties.
Depending on your circumstances, we may be able to offer:
- Short-term or long-term payment extensions
- Flexible payment plans tailored to your situation
- Fixed payment arrangements to help reduce outstanding balances over time
- Assistance identifying and applying for government grants, concessions, rebates, and other support programs
- Information about energy usage and opportunities to reduce energy costs
Our goal is to work with you to create a manageable plan that helps you stay connected while regaining control of your energy account.
Financial Hardship Policies
You can view our Financial Hardship Policies below:
To learn more about the concessions and rebates available in your state, please visit our Concessions and Rebates article.
Contact Us
If you're experiencing payment difficulties, we encourage you to contact us as soon as possible. The earlier we understand your situation, the more options we may be able to provide.
You can:
- Submit a Payment Assistance request
- Contact our Customer Service Team
- Call us on 1300 323 263
Our friendly team will be happy to discuss the support options available to you.
Immediate Assistance
If you would like to explore support options straight away, the following resources may help:
Centrepay
Centrepay is a free service that allows eligible customers to make regular payments towards their utility bills directly from their Centrelink payments.
Learn more in our Centrepay Help Centre article.
Concessions, Rebates and Grants
Many customers may be eligible for government assistance programs that can help with utility costs, including:
- Energy concessions and rebates
- One-off utility relief payments
- Community support and emergency assistance programs
For Victorian customers, you may also wish to investigate:
- Victorian Energy Bill Relief
- Non-Mains Energy Concession
- Utility Relief Grant Scheme (URGS), where eligible
For more information, please see our Concessions and Rebates article.