You have options if you’re struggling with your bill.
At some point, most of us have worried about our energy bill.
The rules in Victoria mean that every energy company must support anyone who has difficulty paying their bill.
This support is open to everybody – you do not need a concession card or anything else to get help. It’s all based on the type of difficulty you are having.
If you’re worried about paying your energy bills, check out our video on the help that’s available.
Energy companies must follow rules to help people manage the cost of their bills. These rules make sure everyone is treated fairly, based on the type of payment difficulty you have.
1. If you owe money from your old bills, you have the right to:
- a payment plan that pays off the money you owe in equal amounts over two years
- advice from your energy company on how to lower your energy costs.
2. If you owe money on your old bills and cannot afford the cost of your next bills, you have the right to:
- get a six-month freeze on paying off the money you owe (you can apply for the Utility Relief Grant to help pay off debts)
- set your own payment plan amount to what you can afford
- get support from your energy company to lower your costs to an amount you can afford.
So, if you have trouble paying your energy bill, call your energy company. Our video shows you what to say and what to expect.
The Utility Relief Grant Scheme is available for people in financial difficulty to help pay unpaid bills.
Know your rights around disconnection
The rules for energy companies in Victoria mean that disconnection for nonpayment of a bill only happens when everything else has been tried.
Your energy company will always try and contact you before disconnecting your home. If you get a disconnection message, it is very important to call the energy company so you can set up a new payment plan and keep the power on at your home.
You cannot be disconnected if you:
- owe less than $300 on your energy bill
- are making payments on your payment plan – it’s ok if you occasionally miss a payment, pay a bit late or are unable to pay the full amount – just call your energy company to let them know
- have applied for a Utility Relief Grant to pay up to $1,300 of unpaid electricity and gas bills (call your energy company
to apply).
You have a right to get support. If your energy company does not give you the help you need, contact the free energy ombudsman service on 1800 500 509. They will tell you what companies should and shouldn’t do and help negotiate on your behalf.
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