We understand that sometimes you need help and a little flexibility with your energy bills.

What does hardship mean?

Hardship is when you’d like to pay your energy bills but, because of your financial situation, you can’t. This might be for a short time or it might be ongoing.

There are many reasons for financial hardship:

  • losing your job
  • not being able to work for medical reasons
  • unexpected expenses relating to your home or your car
  • a relationship breaking down

When unplanned events have an impact on your finances, keeping on top of everything can be a challenge.

How we can help

If you need some support, we can help with options if you’re having difficulty paying your energy billsgovernment assistance or requesting a payment extension.

Request an extension online by logging into My Account

We’re here to get you back on track.

Want to chat with us online?

Our energy experts are available for live chat:

Monday to Friday

8.00am to 9.00pm AEST

Saturday

9.00am to 6.00pm AEST

Access our FAQs

Chat with us online.

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Live Chat

Live chat is currently unavailable.

We apologise for any inconvenience.

Want to chat with us online?

Our energy experts are available for live chat:

Monday to Friday

8.00am to 9.00pm AEST

Saturday

9.00am to 6.00pm AEST

Access our FAQs

Your questions answered

What information do I need to register for My Account?

To register for My Account, you'll need your Account Number (which can be found on your EnergyAustralia bill), an email address and some ID handy, like a Driver's Licence or Medicare Card, so that we can verify your identity.

You will also be asked to set up a password for your My Account.

You can register now at My Account.

How is the bill estimate calculated?

We use data collected from a sample of our customers, across all states in which we operate, and who have been with us for at least 9 months. We have calculated the total energy costs  of similar households from the hundreds of thousands of customers sampled and divided that sum by the total number of customers. Using that as a base we have calculated the approximate energy costs for similar households for each month/quarter.

We then apply the rates for your zone, service charges, and any discounts which come with the plan you select. All these can differ from area to area, state to state, and in some cases even from winter to summer.

The simple part is that we do all the calculating. Our aim is to provide you with an indication of what customers of similar households living in your area could expect to pay on average per month/per quarter. It should not be used as an official quote. The amount you actually pay will be based on your individual energy usage.