Where to get help right now when you're in crisis
If you need money urgently — for food, medicine, a safe place to stay, or to keep the lights on — there are organisations that can help today. You don't need to have everything figured out. Start here.
Need to talk to someone? 1800 007 007 — National Debt Helpline, free and confidential.
Where are you?
We'll show you local numbers, services, and rights specific to your state.
Check off each step as you go. Your progress is saved.
If you or someone you're with is in immediate danger, call 000. If you're experiencing family violence, call 1800RESPECT on 1800 737 732. If you need emergency housing tonight, call Link2Home on 1800 152 152 (NSW).
Foodbank, OzHarvest, Salvos, and Vinnies all provide emergency food parcels. Call St Vincent de Paul on 13 18 12 or the Salvation Army on 13 72 58. Many churches and community centres also have food pantries — you don't need to be a member.
If you get, or can get, an income support payment and you're in severe financial hardship, you may be able to get a one-off Crisis Payment after an extreme circumstance, such as family and domestic violence, release from prison, or being forced out of your home by fire or flood. You must contact Centrelink within 7 days of having to leave your home or your living situation changing (for release from prison, from 21 days before to 7 days after release), online, on your regular payment line or at a service centre, then claim within 14 days. For fire, flood and similar events, you can't get it if you got a disaster relief payment for the same event.
Organisations like Salvos and Vinnies can sometimes provide emergency help, such as food or vouchers. Call and explain your situation. You don't need a referral.
If your power is about to be cut off, your state may have emergency energy grants: EAPA (NSW), URGS (VIC), HEEAS (QLD), HUGS (WA). In NSW, an approved community organisation can assess EAPA on the spot at a booked appointment — and your retailer can't disconnect you while they know an assessment is booked. Choose your state at the top of this page to see your state's energy grant.
When you're desperate, payday loans and rent-to-own schemes seem like a solution. They're not — they charge massive interest and fees that make your situation worse. Good Shepherd offers no-interest loans (NILS) for essentials like fridges, washing machines, and car repairs. Call 13 NILS (13 64 57).
Your rights, who to call, and free services — everything in one place.
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 take into account what you can afford to pay when it sets a payment plan, not just what it wants. Tell them what you can realistically manage each week or fortnight.
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 to be put through to the Staying Connected hardship program (NSW/QLD/SA/WA) and for a tailored payment plan on the account.
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 hardship team and 'additional payment assistance' (Alinta's tailored hardship tier) for a NSW residential account.
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 the EnergyAssist team (financial counsellors can call the EnergyAssist line directly on the customer's behalf) and request the account be moved off standard credit and collection.
Your right: EnergyAustralia must assess your capacity to pay and set affordable repayment amounts.
What to say: Ask for the Power On program (Origin's hardship program for ACT/NSW/NT/QLD/SA/WA) and an affordable Power On repayment plan.
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 Customer Care team and entry to the Customer Care Program (Red's hardship program); short-term relief is the Payment Assist program.
Your right: Must work with you on a manageable payment arrangement.
What to say: Ask for the Hardship Program (1st Energy assesses within 5 business days and confirms acceptance within 10) and for EAPA vouchers to be applied to the account.
What to say: Ask for the specially trained hardship staff on the hardship line and entry to the Hardship Program (CovaU reviews the energy plan on entry).
What to say: Ask to be assessed for the Energy Assistance Program (Dodo's hardship program) and for a short- or long-term arrangement based on what the customer can afford.
What to say: Ask for the Bill Assist hardship program (ENGIE assesses applications within 2 business days) and a tailored long-term payment plan.
What to say: Ask for the Hardship Program (flexible arrangement based on debt, ongoing use and capacity to pay) and for EAPA vouchers to be applied.
What to say: Ask for hardship assistance under the Powershop Hardship Policy (Kogan Energy is retailed by Powershop Australia) and a payment arrangement on the outstanding balance.
What to say: Ask for the staff 'specifically trained to handle hardship enquiries' and a payment plan under the Payment Assistance Policy (NSW/QLD/SA/ACT/Bass Strait Islands).
What to say: Ask for the Be Supported hardship program and a tailored payment plan on the NSW account.
What to say: Ask for the OVO hardship program team and a payment plan; OVO will not change the plan or shorten the collection cycle without the customer's agreement.
What to say: Ask for the Payment Help team and access to Powershop's Hardship Program 'ON'.
What to say: Ask for Bill Assist (Sumo's hardship program) and a payment plan of smaller, more frequent instalments.
What to say: Ask for the Customer Assistance program (Tango's hardship program, open to customers with no arrears too) and a sustainable payment arrangement.
These organisations provide free, professional help. Tap any number to call.
See services near you — select your state above to show local services alongside national ones.
Free supermarket and food rescue. Operates free supermarkets and delivers rescued food.
Food parcels, vouchers, household goods, and financial assistance for urgent needs
Support for anxiety, depression, and mental health — phone, chat, and forums
Professional support for men with emotional health and relationship concerns
National sexual assault, domestic and family violence counselling service
Free counselling for young people aged 5-25
Professional telephone and online counselling for people affected by suicide
Free, independent, and confidential financial counselling. Call to speak to a qualified financial counsellor.
Peak body for financial counsellors — find a financial counsellor near you via their directory. Its number is the National Debt Helpline
Free financial counselling including budgeting, debt management, and Centrelink appeals
No-interest loans paid to the supplier: up to $2,000 for essentials like appliances, car repairs or a laptop, or $3,000 for bond on a new rental. Not for cash, bills, rent or debts.
Looking for more? Browse the full service directory
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