An energy hardship program is support offered by an electricity or gas retailer to customers struggling to pay, and may include tailored payment plans, bill extensions, advice and help accessing concessions. Contact your retailer and ask for its hardship team as soon as possible; explain your circumstances and provide any information requested, such as income or household details. Eligibility and the support available are decided by the retailer, while additional protections and assistance vary between states and territories. Check your state energy department, energy.gov.au or your local energy ombudsman for current 2026 guidance.