Financial support and customer assistance options

Our financial support, customer assistance options and energy-saving tips.

Sometimes you may need a little extra help. Whether its paying your energy bills or navigating a challenging situation, we have a number of support options available for you.

More time to pay your bill

If you need more time to pay your latest bill and don't think you'll need ongoing help, you can apply for a Payment extension or instalment plan.

Support with ongoing bills

Sometimes you may need a little extra help with your energy bills. Whether it’s a payment extension or instalment plan, advice on concessions and rebates, or extra support with ongoing bills and reducing your energy use, our Staying Connected program could offer some extra support.

Find out more about our Staying Connected program.

Other financial support options

Support if you're experiencing family and domestic violence

We’re committed to helping all employees and customers who need Family and domestic violence support.

Concessions, grants and rebates

If you're a senior, have medical equipment, had a change to your financial situation or are on a low income, you could be eligible for a range of Concessions, grants and rebates.

Life support equipment

Register your life support equipment with us and find concessions available to you at Life support equipment.

Manage a deceased estate

Find out how to close or transfer the account of a deceased estate.

Easy English and translated billing guides

Guides to help you understand energy billing and support options in easy English and common languages. Go to Translated and Easy English billing guides.

Energy saving tips

Learn good energy habits and simple ways to reduce your energy bill.

Need support?


Send us a message from the app or My Account and we’ll get back to you. Reply whenever it’s convenient, just like texting a friend.

Leave a message

Chat with us online. We’re here anytime.


Prefer to talk? We’re here anytime.

Call 131 245
More ways to get support

For interpreter services and services for hearing and impaired and overseas customers, visit Contact Us. Please note overseas customers are only able to message us or use chat for assistance.