Financial hardship assistance - Staying Connected
Helping you with confidential and personalised support if you're having trouble paying your bills.
How Staying Connected works
Sometimes you need a little more than a payment extension or instalment plan to pay your bills.
These reasons could include:
- losing your job or a change in income
- serious illness, disability or death in the family
- separation, divorce or other family crises, or
- other personal reasons.
In these situations, we can work with you to design a support program based on your unique situation. It's called Staying Connected.
For VIC see Payment Support.
Confidential and personalised support
The Staying Connected program is confidential and designed to help you get back on track with your home energy bill, repay your overdue bills and lower your ongoing usage costs.
Our trained consultants can:
- tailor a payment plan to your needs, your financial situation and what you can afford to pay
- provide you more information about payment options, government assistance and concessions that may be available to you
- put you in touch with free and independent financial counselling or support services
- offer you advice on energy efficiency.
While you're actively taking part in the Staying Connected program, we'll make sure your home gas or electricity is not disconnected and there is no collection action on your account.
It's all part of our commitment to the community.
If you just need a little help to get through the next few months, we have payment assistance options that could be a better fit for you. And you can set them up yourself online.
Check your eligibility for Payment Assistance
Read about Payment extensions and instalment plans
Confidentiality
Your privacy is important to us. Our team will assist you with compassion and understanding that includes keeping your information confidential.
We'll only disclose or use information in accordance with the requirements of the Privacy Act 1988 and the AGL Privacy Policy.
Our hardship policies in detail
Customer Hardship Policy - Summary (PDF)
AGL Victorian Hardship ESC Policy - Summary (PDF)
AGL Victorian Hardship ESC Policy - Full Version (PDF)
Customer Hardship Policy - NSW, QLD and SA (PDF)
Customer Hardship Policy - WA (PDF)
How to apply
We understand everyone's situation is different. Our team is dedicated to helping customers with sensitive matters.
To apply, call 1300 659 925. Language assistance is available.
For interpreter services, services for hearing and impaired customers or the number to call if you’re overseas, visit Contact us.
Other financial support options
Concessions, grants and rebates
You may qualify for various concessions that we can provide on behalf of state governments.
Family and domestic violence support
We’re committed to supporting all employees and customers who are experiencing or impacted by family and domestic violence.
Find out more about our family and domestic violence support
COVID-19 support
If you’ve been financially impacted by the pandemic, we have options available to help you.
Learn about our COVID-19 support options
Energy saving tips
If you're looking for ways to save money on energy, read our top energy saving tips.