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Some customers may be exempt from certain fees, including where fees are prohibited in certain states. This includes NSW, QLD, SA and ACT customers in our EnergyAssist program, those affected by family violence or experiencing payment difficulty. This exemption does not apply to network charges which are set by the relevant Distribution Network Service Provider (DNSP), may change over time, and are directly passed on to customers.
You won’t be charged the late payment fee if you’re:
- On our Hardship program (EnergyAssist)
- Based in Victoria
- On a Standard Offer Tariff in Queensland (it will be stated on your bill)
- On a Flexi Saver or Secure Saver plan
- On a regular payment plan
- On an active payment extension
- The Trustee for a Deceased estate
- A pensioner with a valid concession during the billing period
- Receiving your final bill
- Receiving the Medical Energy Rebate
- A Not for profit and charity organisation
- A customer affected by family violence
- A residential customer experiencing payment difficulty
Like any business, we send reminders and follow-ups when payments aren’t made on time. Late payment fees (if applicable) cover these costs.
You can set up Regular Pay which smooths out your payments into smaller, more regular instalments so that you’ll know how much you need to pay and when.
You can find more information on our Regular Pay page.
The best way to avoid this fees is to set up direct debit from a debit/credit card or bank account via My Account 24/7.
You can also set up Regular Pay which smooths out your payments into smaller, more regular instalments so that you’ll know how much you need to pay and when.
You can find more information on our Regular Pay page.
If you incur a late payment fee, it’s added to your next bill. The late payment fee will be listed, and be included in the amount due.
If you’re worried that you won’t be able to pay your next bill, you can request a payment extension in My Account or contact our EnergyAssist team on 1800 558 643.
Our dedicated team can work with you to arrange a suitable plan to help you with any difficulties paying your energy bills.
If you live in Victoria, you may be entitled to extra assistance. More information.