Leading energy retailer, EnergyAustralia, has reaffirmed its commitment to customers doing it tough during the coronavirus pandemic in Australia.
Chief Customer Officer Mark Collette said that EnergyAustralia is already helping customers through this difficult period – but customers need a whole-of-industry response.
EnergyAustralia Chief Customer Officer Mark Collette said:
“The COVID-19 situation is unlike anything we have seen or experienced before. We support the call by the AER for a whole-of-industry response to help households and businesses nation-wide get through this challenging time.
“The AER has highlighted the need for network companies to support energy customers by waiving fees and extending payment terms; retailers alone cannot deliver what is needed to support customers.
“EnergyAustralia supports customers in financial stress every day through our EnergyAssist hardship program. We help each customer in financial stress who reaches out for help by tailoring payment plans, providing advice on grant programs customers may be eligible for and advice on energy usage.
“All EnergyAssist customers remain connected to our energy system; we do not disconnect customers in financial stress who have asked for help.
“As our business customers reach out for help we are working with them, case by case, to take the right actions to support their business. Our team of dedicated Business consultants stand ready to help our customers based on their individual circumstances.
“Our message to EnergyAustralia customers is this: If you're worried about not being able to pay your energy bill, reach out to us. You may be eligible for hardship assistance and our team is here to support you.
“The AER noted that the costs and risks facing energy businesses may be significant. We welcome discussions that ensures the energy sector remains both viable and strong – for the benefit of customers.”
To ensure special attention is provided to customers heavily impacted by the coronavirus pandemic EnergyAustralia asks other customers to consider using online 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.
Information about EnergyAustralia’s EnergyAssist hardship program can be found at: energyaustralia.com.au/home/bills-and-accounts/hardship-policy