What electricity and gas companies must do when you can't pay
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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, 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.
Select your state above to see local ombudsmen, grants, and contact numbers.
Usually not at first. Most creditors start with questions, not documents, and many ask about your income, spending and debts. Some want documents or a full statement before deciding, especially for longer help or a waiver.
NSW, and other states that use the national energy rules. Victoria, WA and the NT have their own rules.
The rules don't list documents you need to start a plan. Your retailer may ask about your situation to set the plan.
A retailer's hardship policy must not include unreasonable conditions for getting into, or back into, its hardship program. The energy regulator gives examples of what may be unreasonable. These include having to attend financial counselling, or to be represented by someone else, such as a financial counsellor. Having to pay your bills on time is another example.
“I'm having difficulty paying my bill and I'd like to talk about a payment plan I can afford.”
A financial counsellor can negotiate with companies on your behalf — for free.