Energy retailers in Australia are required to offer hardship programs to customers struggling to pay, and separate government concessions may also apply depending on your circumstances. This page is general information only.
Retailer hardship programs
Hardship programs can include flexible payment plans, temporarily pausing debt collection or disconnection, and connecting customers with financial counselling — eligibility and what's offered varies by retailer, so contacting them directly and asking specifically about hardship support is the best first step.
Government concessions
Separately, state governments and the federal government periodically run energy concessions or rebates for eligible households, often linked to holding a concession card or receiving a Centrelink payment — these change over time, so check your state government's energy page for current details.
Avoiding disconnection
Retailers generally can't disconnect a customer who is engaging with a hardship program in good faith — contacting them before a bill becomes significantly overdue is far more effective than waiting until a disconnection notice arrives.
Key takeaways
If a bill is becoming unmanageable, contacting your retailer's hardship team early, and checking what concessions you may be eligible for, are the two most useful first steps.