Who can get hardship help
Anyone who cannot pay their energy bills because of hardship. That can be a job loss, illness, a relationship breakdown, family violence, a large one-off bill or ongoing low income. You do not need a concession card, and there is no set income test. Your retailer must also identify customers who seem to be struggling and offer them help.
Ask early
You can ask for hardship help at any time, including before you fall behind. The earlier you ask, the more options you have and the smaller the debt is to deal with.
What a hardship program must offer
| Protection | What it means for you |
|---|---|
| Affordable payment plan | Payments set with regard to your capacity to pay, covering what you owe and your ongoing use. |
| No late fees | Retailers must not charge late payment fees to hardship customers. |
| No security deposit | A retailer cannot ask a hardship customer for a security deposit. |
| Best plan check | The retailer must review whether you are on the plan that suits you best. |
| Concessions and grants | Information about government concessions, rebates and emergency relief you may be entitled to. |
| Energy efficiency help | Advice on lowering your usage, and in some cases audits or appliance programs. |
| No disconnection | You cannot be disconnected for non-payment while you keep to the program. |
Each retailer's hardship policy must be approved by the Australian Energy Regulator. The AER reviewed these protections in 2025 and has asked for rule changes to strengthen them.
Help in Victoria
Victoria's Payment Difficulty Framework, in place since 1 January 2019, gives every customer a right to two levels of help:
- Standard assistance for anyone at risk of falling behind, such as paying in instalments or paying in advance.
- Tailored assistance for customers already in arrears, including a payment plan based on what you can afford and help to lower your usage.
Victorians can also apply for a Utility Relief Grant of up to $650 per utility for eligible households facing temporary hardship, and claim the Annual Electricity Concession if they hold a concession card.
How to ask for help
Call your retailer
Say you are having trouble paying and ask about the hardship program. You do not have to give every detail of your situation.
Work out what you can pay
Know your weekly or fortnightly budget. Do not agree to a plan you cannot keep up.
Claim every concession
Check you are getting the concessions and rebates for your state.
Get free support
The National Debt Helpline on 1800 007 007 offers free financial counselling and can speak to your retailer for you.
Escalate if refused
If your retailer will not help or the plan is unaffordable, contact your energy ombudsman.
Questions about hardship programs
A program every retailer must run for customers who are struggling to pay. It includes a payment plan based on what you can afford, no late fees, advice on concessions and lowering your usage, and protection from disconnection while you keep to it.
No. Hardship help is for anyone who cannot pay because of their circumstances, such as job loss, illness or a large unexpected bill. A concession card is not required.
Joining a hardship program is not in itself a default. Retailers have rules on reporting debts to credit agencies, and keeping to an agreed plan helps avoid that. Ask your retailer how they handle it if you are concerned.
You can, but any debt stays with your old retailer and the new retailer may not offer you the same arrangement. Talk to a financial counsellor first if you have a large debt.
Contact your state energy ombudsman. Retailers must have an approved hardship policy and must offer it to customers who need it. The ombudsman can step in if a retailer has not followed its policy.
Sources
Every rate on this page comes from the regulator or the regulated retailer. Last checked October 2026. Prices include GST unless we say otherwise.