Financial help - when you need it

Sometimes, the bills are just too much. We get it. We'll help.

Call us on 13 24 61.

We're available 9 am - 5 pm, Monday to Friday. If you need an interpreter, call 1300 137 427.

We'll keep you going with Power On

State government assistance schemes

Assistance for Victorian residential customers


Power On - we won't switch you off

Our Power On program is designed to help out eligible residential customers when things get tough. We're here to lessen the worry. Get in touch. We'll give you access to information and options to help you get on top of your energy bills... and stay there.  

If you're having trouble paying, we can help out with:

Worried about your pay on time discount?

Don't be. You can still get a pay on time discount on your bill if you pay your Power On instalments by direct debit. (You may not get your discount if you simply ask for a payment extension on your bill.)

When you're on Power On, we'll:

  • Keep you connected
  • Respect you and your situation
  • Apply our Power On policy consistently, fairly and transparently
  • Give you information to help you use less energy
  • Set up a payment plan to fit your capacity to pay

And we won't initiate normal debt collection processes.

We promise to respect your privacy

We take your privacy seriously. No one else needs to know if you're having a tough time. We'll look after your personal and credit information exactly as per the Privacy Act 1988 (Cth). Your financial information will only be used to assess your Power On application.

While you're on Power On, we need you to:

  • Work with us to use less energy and pay off your debt.
  • Stay in touch – let us know if anything changes.
  • Make your Power On plan repayments – in full and on time.

We want to help you get back in control of your energy bills.

Want to know more about Power On?

phoneCall us on 13 24 61

For an interpreter, please call 1300 137 427

We're available 9 am - 5 pm, Monday to Friday.

State based schemes

New South Wales EAPA scheme

Energy Accounts Payment Assistance (EAPA) vouchers help households having difficulty paying their electricity or gas bill. You can get $50 EAPA vouchers from a range of community welfare organisations.

Want to know more?

For details of the scheme and how to get vouchers call Service NSW on 13 77 88 or visit the EAPA web page

Energy Accounts Payment Assistance (EAPA) Scheme

Queensland HEEA Scheme

The Queensland Home Energy Emergency Assistance (HEEA) Scheme is a safety net for eligible low-income households. It keeps your electricity and gas connected even when you’re having trouble paying your bills.  

How to apply

If you’re in Queensland, call us on 13 24 61 and ask about Home Energy Emergency Assistance (HEEA). We’ll put you onto our Customer Advocacy team – to check if you’re eligible and help you apply.

Want to know more?

Get some details of the scheme, a list of eligibility criteria and steps to get started.

Queensland HEES Scheme

Victoria - URGS

The Victorian Utility Relief Grant Scheme (URGS) helps low-income households, in financial crisis, who can’t pay their utility bill.

How to apply

If you’re in Victoria, call us on 13 24 61 and ask about the Utility Relief Grant Scheme (URGS). We’ll put you onto our Customer Advocacy team – to help you with your URGS application.

Want to know more?

Get some details of the scheme and a list of eligibility criteria.

Utility Relief Grant and Non-Mains Utility Relief Grant schemes

South Australia - EEPS

The Emergency Electricity Payment Scheme (EEPS) assists houseshold with significant financial difficulties or those who receive energy bill concession from the Department for Communities and Social Inclusion and have either had their electricity disconnected or are at risk of disconnection. A rebate amount of up to $400 (excluding GST) is available.

How to apply

If you’re in South Australia and think you meet the criteria, visit a financial counsellor to assess your situation.

Want to know more?

Visit the South Australian Government’s financial assistance website or call the Department of Human Services (DHS)'s ConcessionSA hotline on 1800 307 758.

Western Australia - HUGS

The Hardship Utility Grant Scheme (HUGS) is funded by the WA Department of Communities and is available to those who hold a current concession card or who have been assessed by a financial counsellor and deemed eligible.

How to apply

If you’re in Western Australia, call us on 13 24 61 and ask about Home Energy Emergency Assistance (HEEA). We’ll put you onto our Customer Advocacy team – to check if you’re eligible and help you apply.

Want to know more?

Get some details of the scheme and a list of eligibility criteria.

WA Hardship Utility Grant Scheme