Where to get help to pay your bills
Many people are feeling the impact of cost-of-living pressures. If you need help to pay your electricity and/or gas bill, there’s support available. Here’s what to do to help get on top of your energy bills.
Contact your retailer for support
If you can’t pay your energy bill, or you’ve received a payment reminder or disconnection notice, contact your energy retailer immediately. They can help you with different options, including:
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Payment plans
This is an agreement where you pay off your debt while still paying for your ongoing energy use. It helps you avoid late fees and disconnection.
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Affordability or hardship programs
If you can’t pay your payment plan, ask your retailer about affordability or hardship programs that offer extra support and flexible payment options.
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Bill smoothing
Bill smoothing means you can pay your energy bill in smaller amounts, either fortnightly or monthly to avoid the shock of a large bill. Ask your retailer if this option is available for you.
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Rebates
If you’re a concession card holder or have a medical condition, ask about additional NSW Government energy rebates you may be eligible for.
Access government support
Need a little extra support to pay your energy bills? Check if you’re eligible for the following government assistance:
Energy rebates to help low income households, families, seniors, veterans and people with certain medical conditions pay their energy bills.
Note: retail customers must apply for these rebates through their energy retailer, while embedded network customers apply online.
- Energy Accounts Payment Assistance for people in a short-term financial hardship, crisis, or emergency to help pay their electricity and natural gas bills.
Getting the help you need can make a big difference in managing your energy costs.
How to deal with issues or complaints
Understanding and managing your energy bills can be confusing, however there’s support available if you have questions or concerns.
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Contact your energy retailer
If you have problems with your energy bill or any other energy issue, the first step is to contact your energy retailer. They should be able to help.
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Contact the Energy and Water Ombudsman NSW (the Ombudsman)
If your energy retailer can’t resolve the issue, the next step is to contact the Energy and Water Ombudsman NSW (the Ombudsman).
The Ombudsman can help you:
- Lodge a complaint: If you're unhappy with your retailer, distribution network, or a third-party energy supplier, the Ombudsman can help you make a formal complaint.
- Get advice: They can give you advice about signing a new energy contract.
- Understand your rights: They can help you understand how your data is being used and what protections are in place for you.
The Ombudsman will work with both you and the energy retailer to resolve the problem. If the issue isn’t solved, they can make a decision that the energy retailer must follow. They can also check to make sure the energy retailer isn’t breaking any laws or rules.
To contact the Ombudsman:
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