At EnergyAustralia, we recognise that some residential customers struggle to pay their bills. This can be due to various financial difficulties or changes in personal circumstances. These difficulties may be only for a short while. Often, a simple payment extension beyond the bill payment due date is all that the customer requires. Sometimes the problems can last a little longer. At these times we can help customers to plan to make payments over a longer period so you don't need to worry about being disconnected.

We offer a range of services including flexible payment options. We can also provide other information which may help you reduce your energy costs.
If you are experiencing difficulties then let us know as soon as possible. Our customer service representatives will then work out a payment instalment plan that will assist you to pay smaller, manageable amounts over a longer period under our instalment payment plan.
If you think you may need some extra assistance other than only the instalment payment plan we also operate a hardship assistance program called EnergyAssist. This is a team of EnergyAustralia staff who provide specialist case management assistance to customers experiencing longer-term financial difficulties. The case management team in EnergyAssist have a range of services to help you. Give us a call on 13 15 35 and talk to our customer service representatives.

Payment Plan

What is an instalment payment plan?
With an instalment payment plan, a customer makes a series of two or more payments, to enable them to payoff outstanding amounts from a previous bill and/or make contributions towards future bills.

How to apply for an instalment payment plan
Applications for an instalment payment plan are best made over the telephone using the account enquiries telephone number listed on your energy bill 13 15 35.

Assessing eligibility for an instalment payment plan
When you call us and tell us you are having trouble paying your bill, we will need to ask you some basic questions about your financial position and the circumstances which relate to your financial difficulties. This helps us assess your eligibility to participate in the payment plan and work out how much you are able to pay.

We can also advise you of the availability of emergency bill payment assistance programs such as Energy Accounts Payments Assistance EAPA vouchers. These are available from participating welfare organisations.
All information you give us is treated in the strictest confidence, in accordance with EnergyAustralia's Privacy Policy.

Preparing and communicating about the payment plan
At the commencement of a plan, we will send you a letter confirming the precise agreed details of the plan so you know how much and how often you need to pay the agreed amount.
We will then send out a letter for each agreed instalment telling you the amount due for that payment and the due date.

During the period you are participating in a payment plan you may apply to EnergyAustralia to for a review and adjustment if you have a change in circumstances. 

Recovery action ceases with agreement to payment plan
When you are on an instalment payment plan we place a hold on payment reminder notices and debt recovery actions so you have peace of mind that while you participate in the payment plan. You will not be disconnected while you are participating in the plan.

Making it easier to manage future bill payments
Once you have completed a payment plan we can help you manage future energy bill payments with our voluntary Regular Payment Option (or 'RPO') payment plan service.

Under RPO, your yearly energy expense is estimated and divided into equal monthly or fortnightly payments (depending on your preference and the payment method you chose). This can then be paid automatically from your bank, credit union or building society account on either a fortnightly or monthly basis, while credit card payments can only be made on a monthly basis. You can choose the payment frequency that works best with your cash flow. With your energy RPO amounts paid automatically, you don't have to worry about missing bill payments.

This will assist you to budget for future energy payment bills and take the worry and stress out of paying your energy bills. We will check that your energy expenditure and estimated expenditure are similar. If there is a significant change in your expenditure, then your regular payment amount will be adjusted (usually only once a year).

We can also offer the Centrepay bill payment service to Centrelink pension and allowance recipients as an effective way to budget for future energy bill payments. If you are recieve a Centrelink income support payment, let our customer service officers know and they can give you information about Centrepay.

What to do if your are experiencing difficulty

If you are experiencing difficulties then let us know as soon as possible. Our customer service representatives will then work out a payment instalment plan that will assist you to pay smaller, manageable amounts over a longer period under our instalment payment plan.

If you think you may need some extra assistance other than only the instalment payment plan we also operate a hardship assistance program called EnergyAssist.

This is a team of EnergyAustralia staff who provide specialist case management assistance to customers experiencing longer-term financial difficulties. The team in EnergyAssist have a range of services to help you. Give us a call on 13 15 35 and talk to our customer service representatives.