Our COVID-19 Customer Support Program was set up in March to provide support and temporary relief when the first wave of restrictions occurred across Australia.
We offered extended payment terms, deferred payments and suspension on any collection activity or disconnections until after 31 July 2020 to everyone on the program.
If you registered for the program, we’ll be in touch about your account balances, options for payment, energy efficiency advice and other helpful information.
How we'll continue to support you
We have ongoing help available if you can't pay your bills because you’ve lost your job or your business or health has been impacted by the pandemic.
We’ll be providing you with options to pay overdue amounts on your bills now that payment deferrals have ended. Let us know if you need additional support and we will work with you to discuss other options. Talk to us - if we don’t hear from you, your energy supply may be at risk of disconnection in the future.
Our payment support options are always available and include:
- Short-term arrangements such as payment extensions or instalment plans
- Longer-term support from our hardship programs - if you live in or if you’re in VIC.
Go to our COVID-19 Customer Resource Centre to see all payment support options, energy saving advice and other helpful information.
We’ll let you know your options for paying the amount owing and if you need help, we’ll have support available to you. We won’t disconnect your property or business if you’re talking to us about your situation and working with us to help manage your ongoing energy costs.
Yes. Now the deferral period has ended, your bills should be paid by the due dates listed. This includes any overdue amounts you have from when payments were deferred. It’s important to contact us if you aren’t able to make payment by the due date, so we can discuss your options.
We’ll always be there to support our customers. You can learn more about our for residential customers or visit our COVID-19 Customer Resource Centre. Or, you can contact us any time to discuss your options.
We had to make some system changes while payments were being deferred and paused your Direct Debit. We’ll let you know when it’s restarting – when this happens, the full amount owning will be deducted from your account.
Depending on how you choose to pay, there may be additional fees.