Having trouble paying your energy bills? You have rights

If you need help staying on top of your energy bills

You can access three of the following payment options under standard assistance:

• pay smaller amounts more often
• change how often you pay
• delay payment of a bill (you can do this once per year)
• pay in advance when you have the money.

If you have an unpaid energy bill of $55 or more

Your energy retailer must offer you tailored assistance which includes:

• a plan to pay off your bills (up to two years)
• information on your energy use and how to lower it
• advice on other assistance (including utility relief grants and energy concessions)

Customers that can't afford their ongoing energy use, must also be offered additional help  which includes:

• a pause on your debt payments for six months
• to pay less than the full cost of your energy use (this may be added to the amount you owe later)
  
• information on your energy use and how to lower it
• advice on other assistance (including utility relief grants and energy concessions)
• the best price that works for you
• practical help to reduce your energy bills (for example, use of energy efficiency products).

Your energy retailer will contact you to offer help if you miss a bill and owe more than $55 (inc. GST).

Getting help that works for you

If you are getting help from your energy retailer, you must work with them to manage your energy bills.

You should also talk to your energy retailer as soon as you know you may have trouble paying your energy bills.

Who you need to talk to

Talk to the business that sends your electricity or gas bills.

You can find a copy of their hardship policy on their website or request a copy to be sent to you.

If they can't help, call the Energy and Water Ombudsman (Victoria) on 1800 500 509 (free call).

View more information about the energy rules that protect customers facing payment difficulty

The payment difficulty framework is the culmination of three years work which began with an inquiry into why thousands of Victorians were being disconnected. In late 2017, we finalised the energy rules that support customers with payment difficulties and ensure that disconnection is only ever a measure of last resort.

The energy rules and the process undertaken to develop them can be found in our final decision.

This is accompanied by a guidance note that helps stakeholders understand our approach to compliance.

The changes to the Energy Retail Code took effect on 1 January 2019.