Your rights
What electricity and gas companies must do when you can't pay
National Energy Retail Law (NERL) & National Energy Retail Rules (NERR)
Energy retailers cannot simply disconnect you. You have strong legal protections, especially if you're experiencing financial hardship.
This is general information, not financial or legal advice. For help with your specific situation, call the National Debt Helpline on 1800 007 007 (free, confidential).
Every energy retailer must have an approved hardship program. If you're struggling to pay, they must offer you entry into this program.
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.
Your energy cannot be disconnected while you're on a hardship program and meeting your obligations. Even if you're not on a program, they must follow strict disconnection procedures first.
Disconnection is prohibited on days where the forecast temperature exceeds certain thresholds (varies by state — typically 39°C+ in NSW).
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.
Select your state above to see local ombudsmen, grants, and contact numbers.
A financial counsellor can negotiate with companies on your behalf — for free.