How to protect your tenancy and get help before it's too late
One in three Australian renters has experienced rental stress. You have legal protections as a tenant — eviction is not immediate, requires tribunal proceedings, and there are rental assistance programs in every state. Here's where to start.
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We'll show you local numbers, services, and rights specific to your state.
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The worst thing you can do is go silent. Most landlords would rather negotiate than go through the cost and hassle of finding a new tenant. Contact them in writing (email is fine) and explain you're having temporary difficulty. Propose a payment plan — even a partial payment shows good faith.
In NSW, a landlord must give you a termination notice (14 days for non-payment), then apply to NCAT (the tribunal). You can attend the hearing and explain your situation. The tribunal can delay the order if you have a reasonable plan. This process takes weeks — you are NOT getting kicked out tomorrow.
Get free legal advice about your rights. In NSW, call the Tenants' Union on 1800 251 101. In other states, search for your state's tenants' advice service. They can tell you exactly where you stand and what your landlord can and cannot do.
Centrelink Commonwealth Rent Assistance can add up to $219.40/fortnight to your payment. In NSW, Rentstart can provide an interest-free bond loan. Ask about state-specific emergency housing assistance through your local DCJ / housing office.
If you're spending money on energy, phone, or credit card payments that could go to rent, call those providers and get on hardship plans. Rent is your highest priority bill — everything else can be negotiated.
Call Link2Home on 1800 152 152 (NSW, 24/7). They can help with emergency accommodation and connect you to specialist homelessness services. Don't wait until you're on the street — call when you first know you're at risk.
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Every energy retailer must have an approved hardship program. If you're struggling to pay, ask to join it, and they must consider your request and work with you.
Your retailer must set payment amounts based on your capacity to pay, not just what they want. If you can only afford $30/week, that's what they must work with.
In most states, your energy provider cannot disconnect you while you are on a hardship program and meeting your agreed arrangement. The exact protections depend on where you live, so ask your provider or an ombudsman. Even if you are not on a program, they must follow strict disconnection procedures first.
Disconnection is prohibited during a declared extreme weather event. Protected times also apply year-round: no disconnection before 8am or after 3pm, on Fridays, weekends, public holidays, the day before a public holiday, or during the late-December holiday period. These specific protected times apply in most states (NSW, Queensland, SA, Tasmania, ACT); Victoria, WA and the NT have their own equivalent rules.
If you're in hardship, your retailer should offer information about how to reduce energy usage and may offer a home energy audit at no cost.
You can request to pay your energy bills directly from your Centrelink payments via Centrepay — making budgeting easier.
If your retailer doesn't follow these rules, you can complain to your state's Energy & Water Ombudsman for free. They have the power to order outcomes.
Tap any number to call directly. Tell them you're experiencing financial hardship.
What to say: Ask for the 'Staying Connected' hardship program. They must work with you on a payment arrangement you can afford.
Your right: Under the National Energy Retail Law, AGL must not disconnect you while you're on a hardship plan and meeting your obligations.
What to say: Ask for the 'Power On' hardship program. Request a payment plan, energy audit, and concession check.
Your right: Origin must work with you on payment options, including direct Centrepay billing, and cannot disconnect you while you are keeping to an agreed payment plan (in NSW, QLD, SA, TAS and the ACT). Talking to the hardship team is not itself a protection — get the plan agreed.
What to say: Ask for the 'EnergyAssist' hardship program. They can offer payment plans, debt waivers, and usage reduction support.
Your right: EnergyAustralia must assess your capacity to pay and set affordable repayment amounts.
What to say: Ask for their hardship program. Request a payment plan that matches your income cycle.
Your right: Must work with you on flexible payment options and not disconnect while you're on the hardship program.
What to say: Ask for their hardship assistance. They can reduce payments and set up Centrepay deductions.
Your right: Must work with you on a manageable payment arrangement.
What to say: Ask for 'financial assistance'. They can defer loan repayments, reduce credit card minimums, pause fees, and restructure debt.
Your right: CBA must consider your hardship request and respond, generally within about 21 days.
What to say: Ask for 'financial hardship assistance'. Options include loan deferrals, reduced repayments, and fee waivers.
Your right: Must respond to hardship applications within 21 days and offer genuine alternatives if they decline.
What to say: Ask for 'financial difficulty support'. They can pause repayments, extend loan terms, and waive fees.
Your right: Must respond within 21 days. If they refuse, you can escalate to AFCA for free.
What to say: Ask for 'NAB Assist'. They offer payment pauses, reduced repayments, and restructured loans.
Your right: Must assess your situation and respond, generally within about 21 days.
What to say: Ask for 'financial hardship assistance'. Options vary by product type.
Your right: Must respond to hardship notices within 21 days.
What to say: Ask for 'financial hardship support'. They can defer home loan repayments and adjust personal loan terms.
Your right: Must genuinely consider your hardship request and respond within 21 days.
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