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

What does hardship or payment difficulty mean?

Falling on times of financial difficulty can happen to anyone.

There may be circumstances that make it harder for you to pay your energy bills. Whether it is a short-term setback or something that is ongoing, we understand that payment difficulties can come in many ways.

You might experience hardship because of factors like:

  • death in the family
  • household illness
  • family and domestic violence
  • unemployment
  • reduced income

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.

Download Hardship Policies

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.

Our energy experts are here to answer any questions you may have.

Live chat

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.