COVID-19 - Desktop

EnergyAustralia continues to support customers in financial stress

EnergyAustralia has reaffirmed commitment to our customers doing it tough during the Coronavirus pandemic in Australia. 

A message to our customers from Chief Customer Officer, Mark Collette:

The COVID-19 situation is unlike anything we have seen or experienced before. We support the call by the Australian Energy Regulator for a whole-of-industry response to help households and businesses nation-wide get through this challenging time. 

Financial support 

Residential customers
EnergyAustralia supports residential customers in financial stress every day through our EnergyAssist hardship program. We help every customer in financial stress who reaches out for help - tailoring payment plans, providing advice on grant programs that customers may be eligible for and advice on energy usage.  All EnergyAssist customers remain connected to our energy system - we do not disconnect residential customers in financial stress who have reached out for help.

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 stands ready to support you.

Business customers
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.

If you need business support or assistance, please contact our team of business energy specialists.

How to receive help

Residential
If you need help now, there are many ways you can get in touch, but our online system is currently the quickest – the COVID-19 situation is impacting our staff availability.

If your bill is near its due date, please contact us on one of the options below:

  • Request an extension online by logging into My Account
  • Get in touch via live chat
  • If these online options aren’t suitable for you, call us on 133 466

Business 

If you need business support or assistance, our team of business energy specialists is available from 8.00am to 6.30pm Monday to Friday on 1800 421 410.