If you are affected by domestic and/or family violence and are unable to pay your bills, or require alterations to your account details, this article aims to summarise our Domestic and Family Violence Policy and outline the support and options to get you through this difficult time. At all times, your privacy will be our top priority.
We recognise that reaching out can be challenging, but the first step to getting support is to contact us. Energy On is committed to understanding your unique situation and providing support that is tailored to your circumstances. When you call, we will assign a dedicated Case Manager who will work with you every time you contact our Customer Service team.
During this time Energy On may be able to assist you with:
- Additional time to pay invoices
- Payment Plans
- Assistance in setting up Centrepay
- Paying for energy usage in advance
- Specific information about any government and non-government assistance
- Practical assistance to help lower energy costs including, but not limited to:
- Energy usage assessment based on your pattern of energy use and the circumstances of where you live
- Information about how you are progressing towards lowering your energy costs
- An initial period of at least 6 months during which:
- Repayment of your arrears is put on hold
- You pay less than the full cost of your on-going energy use while working to lower that cost
- Reduction and/or waiver of fees, charges and debt (reviewed on a case-by-case basis by senior Energy On staff)
For more information on the support available to you, please read through the Energy On Domestic and Family Violence Policy (which can be found here) and contact our Customer Service Team at Energy On. The contact information is as follows.
Customer Service hours: 8:30am – 5:30 pm
Phone: 1300 323 263
Email: [email protected]
Energy On prioritises your privacy and safety in these difficult times. We are here to help.