We provide help for customers who are doing it tough.

With EnergyAssist, the power won't be disconnected and debt collection activities won't be initiated. Residential customers on the program also have access to tailored payment plans, energy audits, information on grant programs and advice on lowering energy usage.

We continue to look at the most effective way of reaching vulnerable customers and work with other retailers, the Australian Energy Council and consumer groups. For example, partnering with Uniting to provide energy efficiency support to vulnerable customers and working with the financial and telecommunications sectors as a founding member of Thriving Communities Partnership.

Plus, we're the only major retailer that's a signatory to the Energy Charter, an initiative focused on making the energy sector more customer-centric.


The Energy Charter 2022


We have enhanced customer safety in our credit collections systems, so collections activity is automatically stopped on any account where family or domestic violence has been flagged.

We're also a key partner in the ‘Knock-Before-You-Disconnect' Better Together initiative as a measure to ensure customers struggling aren't disconnected before a face-to-face conversation.


Rapid Business Assist

We know a lot of businesses are doing it tough due to the ongoing pandemic, natural disasters and other high-impact situations. Business energy specialists are available to help our small and medium-sized business customers to lower energy consumption, talk through the government energy relief subsidies available, and options for tailored payment schedules.

Read more about Rapid Business Assist


Other major initiatives include

  • A 24/7 initiative with Jemena allowing customers to be connected at a new residence within an hour of calling us
  • Making it easier to create payment plans or get a payment extension with customers now able to do it online, over the phone or on our app
  • A guarantee that the power is connected the day customers move into their new premise or they receive a $100 bill credit.