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Financial Hardship Policy
Today we use more devices and appliances than ever. Whether it’s at home or work, we’re constantly using or relying on something that needs power.
So, what happens when you have trouble paying your energy bill?
It’s OK.
We have several options that can help you.
Some of our options are available to all our residential customers, irrespective of their financial position, while others are offered to residential customers in financial hardship and some to business customers in financial difficulty.
Whether you see yourself in financial hardship or not, the first thing you should do is give us a call and let us know about your situation. Then we can find the right solution to keep you connected and avoid long-term debt.
The last thing we want to do is disconnect you. So as soon as you have any difficulties paying your bill, please call.
We’ll do everything we can to help.
This Payment Assistance and Financial Hardship Policy should be read in conjunction with our Family Violence Policy, which is meant to help if you or someone named on your account is affected by family violence. Our Family Violence Policy is available on our website.
Learn about your financial assistance options and discover what concessions and rebates are available by visiting the Concessions & Rebates page on our website.
If you're facing challenges with covering your bills, or if you anticipate difficulties with an upcoming bill, we offer a variety of solutions to assist you.
Here's a breakdown of how we can support you in managing your bill payments:
- Payment Extension: If you simply need more time to make your payment, you can request a payment extension.
- Customised Payment Plan: We can create a payment plan tailored to your specific needs. This plan will cover both your existing debt and your anticipated energy usage over the next two years.
- Government Grant Information: We can provide guidance on accessing government grants designed to help you with your energy expenses, such as utility relief grants and concession rebates.
- Energy Plans: We can help you find an energy plan that best suits your circumstances. You can compare different plans to find the one that's right for you.
- Energy Efficiency Tips: We'll provide you with tips to reduce your energy consumption, helping you lower your overall energy costs.
- Energy Usage Monitoring: You can keep track of your energy usage through My Account or our app, making it easier to manage your consumption.
- Future Energy Cost Estimates: We can provide estimates of your future energy costs and offer advice on how to keep them under control.
- Ongoing Reviews: We'll conduct periodic reviews to assess how you're managing your energy costs and make adjustments as needed.
- You may receive an annual subsidy from RevenueWA to assist with your electricity costs if you hold an eligible concession card and cannot receive the Energy Assistance Payment directly from your supplier. Further information please visit - Apply for the Energy Concession Extension Scheme (www.wa.gov.au)