Step 4: get help with payment difficulty
Managing energy bills can feel stressful, especially if you’re worried about keeping up with payments. The good news is that every energy customer in Victoria has the right to support.
Energy companies are required by law to help anyone experiencing difficulty, and simply knowing your options is a positive first step.
Even a short conversation with your energy company can make a real difference. It lets them know about your situation and opens the door to support that can make your bills more manageable.
Support can include payment plans and help to lower your energy costs.
Help is just a call away.
Watch our video to see how energy companies can help you manage your bills:
Energy companies must help you manage your bills
Energy companies in Victoria are required to follow rules that make sure everyone is treated fairly, depending on the type of payment difficulty you have.
1. If you owe money from previous bills, you have the right to:
- A payment plan that spreads the debt evenly over up to two years
- Advice from your energy company on ways to lower your energy costs
2. If you owe money from previous bills and cannot afford your upcoming bills, you have the right to:
- A six-month freeze on paying off your old debt (you may also be eligible for the Utility Relief Grant to help pay off debts)
- Set your own payment plan at an amount you can afford
- Support from your energy company to lower your ongoing energy costs to an affordable level
If paying your energy bill is difficult, simply call your energy company and let them know – they are required to help.
Watch our video to see what to say and what to expect when you call:
Help with energy debts
If you owe money on your energy bills, the Utility Relief Grant Scheme (URGS) can help. It’s designed for people experiencing financial difficulty and can reduce the amount you owe.
URGS provides:
- Up to $650 for electricity and $650 for gas every two years
- Or up to $1,300 if you only have electricity
The grant can help make your energy bills more manageable and ease the stress of catching up on unpaid bills.
To apply for the Utility Relief Grant Scheme (URGS):
- Your name must be on the energy bill
- You must hold a concession card or meet low-income criteria
The grant is available to people in financial difficulty who have experienced:
- Unexpected increases in living costs
- A decrease in income
- High rent or mortgage costs (more than 30% of your income)
The grant is also available for anyone who has experienced family violence.
To access the grant, call your energy company and let them know you’d like to apply for URGS. They can help you complete the application over the phone.
Your energy cannot be disconnected while your application is being processed.
Know your rights around disconnection
In Victoria, energy companies can only disconnect your service for nonpayment after all other options have been explored.
Your energy company will always try to contact you first. If you receive a disconnection notice, it’s important to call them right away. A short conversation can make a difference. Help is just a call away.
You cannot be disconnected if you:
- Owe less than $300 on your energy bill
- Are making payments on a payment plan – it’s okay to occasionally miss a payment, pay late, or pay less than the full amount, as long as you call your energy company to let them know
- Have applied for a Utility Relief Grant
You have the right to support.
If you’ve tried to resolve an issue with your energy company but still aren’t getting the help you need, you can contact the Energy and Water Ombudsman Victoria (EWOV) for free on 1800 500 509.
EWOV is an independent service that helps customers and energy companies resolve disputes fairly.
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