March 19, 2020

EnergyAustralia continues to generate power for Australians and serve our 1.7 million customers across Australia.
In light of the COVID-19 situation, we have made some changes to the way we are operating our business that prioritises the health and safety of our people, the continued operation of our power stations, and the services we provide customers.
These changes include:

  • Restrictions on access to our sites by visitors, including requiring those potentially exposed to COVID-19 to quarantine themselves from our operations for 14 days;
  • Limitations on domestic and international travel;
  • Limitations on attendance at external events;
  • Working from home, where possible, for our people; and
  • The default usage of phone or video conferencing facilities for communication.

Noting these precautions, some of our operations continue to be provided on-site at our contact centres in Australia and internationally, as well as at our power stations, with measures in place to keep people safe. It's important for everyone to minimise the risks by following the advice of health experts.
Changes to how we do business are designed to ensure we keep providing services to our customers and communities, while managing the risks around COVID-19.  We also remain in close contact with all government and market bodies (including the Australian Energy Market Operator) to identify and manage any issues that may emerge during this time.
We recognise that many small businesses may be impacted by difficult trading conditions due to the coronavirus. EnergyAustralia is working with these customers on a case-by-case basis.
For our residential customers, EnergyAustralia continues to provide support through its EnergyAssist program that gives customers the ability to tailor a payment plan if their circumstances change. The program also provides advice on how to reduce household energy consumption and information on relevant government relief schemes and concessions. Ensuring customers are supporting through difficult times remains our priority as an essential service provider.
We thank customers for their patience during times when we might have longer than normal call wait times.
For these periods we encourage anyone looking to make contact to use our digital channels – website and online chat. Existing customers can also manage their energy accounts online at My Account, including viewing and paying their energy bill as well as many other options. It’s easy and free to register.