Having trouble paying your energy bills? You have rights

There are many reasons why you might find yourself struggling to pay your energy bills. New rules mean your energy company must let you know what help is available, including flexible payment options and making disconnection a last resort.

Staying on top of things

If you need help staying on top of your energy bills, you can ask for standard assistance before things get out of control. At this stage, your energy company must offer you at least three of these options:

• 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 miss a bill

Your energy company must now contact you to offer help if you miss a bill and owe more than $55 (inc. GST). They must work with you to provide tailored assistance that includes:

• a plan to pay off your bills over a period of 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).

If you can't afford ongoing energy use

Electricity and gas companies cannot disconnect your service if you owe less than $300 or are currently on a payment plan. They must also take your personal circumstances into account such as the loss of employment, family violence or relationship breakdown, serious illness, death or unexpected expenses.

If you or somebody you know can’t afford your ongoing energy use, your energy company must offer additional help including:

• 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 (e.g. best offer)
• practical help to reduce your energy bills (for example, using energy efficiency products).

Who you need to talk to

You should also talk to your energy company as soon as you know you may have trouble paying your energy bills. Call your energy company to talk about flexible payments and support services.

If you have a complaint you are not able to resolve with your energy company, you can call the Energy and Water Ombudsman Victoria on 1800 500 509.

If you have a question about how energy companies follow our rules, you can contact us.

Payment difficulty framework

In 2019, we updated the energy rules and introduced a payment difficulty framework to better protect residential customers that are anticipating or facing payment difficulty.

The framework's purpose is to:

1. help residential customers avoid getting into debt with their retailer
2. make it easier for residential customers to pay for their ongoing energy use, repay their debt when they have missed a bill and lower their energy costs
3. ensure residential customers are only disconnected for non-payment of a bill as a measure of last resort.

The changes we made to the Energy Retail Code in relation to the payment difficulty framework took effect on 1 January 2019.

In February 2019, we audited retailers’ websites to ensure they included information for customer’s on their entitlements to assistance.