Worried about paying your energy bill? Stay in touch and stay connected

EnergyAustralia Staff

The coronavirus pandemic has caused significant changes and challenges to households across Australia and across the world, with many people facing unemployment, reduced hours of work, or fewer career opportunities.

If you’ve experienced a hit to your income due to coronavirus, you might be worried about being able to pay your energy bill on time. The best thing to do is reach out for help sooner rather than later. There a number of ways to contact us listed below.

Get in touch early.

Residential and business customers are encouraged to reach out the moment it looks like it will become more difficult to pay a power bill.

EnergyAustralia Chief Customer Officer Mark Collette said: “The earlier people get in touch the better we can help with payment plans and bill extensions. We can put people in touch with trained financial advisors to talk about their individual situation. And we can connect people with government support programs that they may not have known about.”


How we’re helping customers.

We support around 20,000 vulnerable household customers in New South Wales, Victoria, Queensland and South Australia through our EnergyAssist hardship program, and provide tailored assistance to several hundred businesses each month.

When coronavirus hit, we ramped up ways to help our customers, including:

•           Broadening access to payment plans and payment extension schemes to people financially affected by the coronavirus pandemic;

•           Launching the Rapid Business Assist program for small businesses;

•           Hiring and training new EnergyAssist team members.

Stay-connected guarantee.

We don’t undertake debt collection or disconnection activity on any customer while they’re participating in EnergyAssist.

Get in touch or find out more.

Residential customers can call the EnergyAssist team directly on 1800 558 643. Business customers should call us on 1800 709 985. You can also contact us through live chat and via our social media pages.

You may find that at the moment our call waiting times might be a bit longer than usual as we’re helping more customers with their energy bills – we appreciate your patience.

Find out more about managing your energy at home or business.