If you are experiencing domestic or family violence and are finding it difficult to manage your utility account or pay your bills, Energy On is here to help.
This article outlines the support available under our Domestic and Family Violence Policy and explains the options we can provide during this challenging time. Your privacy, safety, and wellbeing are our highest priorities.
How We Can Help
We understand that reaching out for assistance can be difficult. When you're ready, the first step is to contact us.
Our team is committed to treating every customer with care, respect, and sensitivity. We will take the time to understand your individual circumstances and work with you to find the most appropriate support options.
If you need ongoing assistance, we can assign you a dedicated Case Manager who will be your primary point of contact with our Customer Service team, helping to ensure a consistent and supportive experience.
Support Available
Depending on your circumstances, Energy On may be able to provide assistance such as:
- Additional time to pay your energy bills
- Flexible payment plans
- Assistance with setting up Centrepay
- Information about available government grants, energy concessions, utility relief programs, and community support services that you may be eligible for.
- Practical advice to help reduce your energy costs, including:
- Depending on your meter type, Energy On may be able to provide meter data and usage insights to help you better understand your energy consumption patterns. This information can assist in identifying unusually high usage periods or unexpected spikes in consumption. By reviewing these patterns, you may be able to investigate potential causes, such as faulty appliances or changes in household energy use, and identify opportunities to reduce and manage your energy costs more effectively.
- Information and guidance to help you track and reduce your energy expenses
- An initial support period of at least six months, during which:
- Payments towards outstanding arrears may be temporarily placed on hold
- Reduced payments may be arranged while you work towards lowering your ongoing energy costs
- Consideration of fee, charge, or debt reductions and/or waivers, assessed on a case-by-case basis by senior Energy On staff
Your Privacy Matters
Energy On is committed to protecting your privacy and handling your information with care and confidentiality. We understand the sensitivity of domestic and family violence situations and will work with you in a respectful and supportive manner.
Contact Us
For more information about the support available, please read our Domestic and Family Violence Policy and contact our Customer Service Team.
Customer Service Hours
8:30am to 5:30pm
Phone: 1300 323 263
Email: TheTeam@EnergyOn.com.au
At Energy On, we understand that every situation is different. Our team is here to support you with compassion, respect, and practical assistance when you need it most.