Lift the winter weight: Energy hardship support

If you have been lying awake worrying about how to pay your next electricity or gas bill, take a few deep breaths. There is a network of energy hardship support available across Australia, from government grants and concessions to formal payment plans with your retailer.

The key is knowing what is out there, how to access it and what to do if your energy provider fails to do the right thing by you.

What government assistance is available?

While the Australian Government’s Energy Bill Relief Fund ended in December 2025, every state and territory offers some form of financial assistance for households struggling with energy costs. The availability, eligibility criteria and amount vary, but it is always worth checking if they apply to you.

• • Victoria offers concessions for people in different circumstances, including with certain health conditions, as well as relief grants for those experiencing unexpected hardship. The Energy Assistance Program, a free phone service supporting Victorians struggling to pay their energy bills, is a good place to start for advice.
  • Western Australia provides concessions and assistance to eligible concession card holders, while the Hardship Utility Grant Scheme (HUGS) helps customers in financial hardship who have a payment plan with their retailer, which could cover up to 85 percent of outstanding debt. There is also a subsidy for households with specific medical conditions that may require higher energy use.
  • In NSW, there is a range of energy rebates to help eligible consumers, including the Low Income Household Rebate, the Seniors Rebate, and the Family Energy Rebate. You can also apply for help to pay your bill through the Energy Accounts Payment Assistance (EAPA) if you are in short-term financial hardship, crisis or emergency.

 

 

If you want to know the best option for energy hardship support where you live, your state energy ombudsman is often the best place to start as they maintain updated lists and their service is free. You can also visit Energy Made Easy for a national overview.

If you know you need to replace an inefficient heater or other appliance that is driving up energy costs but can’t afford to do so, you can also apply for the No Interest Loans Scheme (NILS). The scheme provides interest-free loans up to $2000 for people on low incomes. Visit nils.com.au to find your nearest provider.

What does my retailer have to offer?

Energy retailers are legally required to have a hardship program and to offer it to customers who are struggling.

Under rules made by the Australian Energy Market Commission (AEMC) and governed by the Australian Energy Regulator (AER), in New South Wales, South Australia, Tasmania and the ACT, and the Essential Services Commission in Victoria, retailers must offer eligible consumers a range of assistance. This can include:

• • Flexible payment plans, enabling you to spread your debt over time in amounts you can manage
  • Deferred payment arrangements, pausing payment until your finances are stabilised
  • Debt waivers, sometimes writing off part of the debt if you are in severe hardship
  • Referrals to financial counsellors, at no cost to you
  • Energy efficiency advice, to help manage energy bills

The AER proposed a significant overhaul of hardship rules, including banning retailers from requiring documentation of financial difficulty before providing help. As part of a 2025 review, the minimum disconnection amount for both electricity and gas customers was raised from $300 to $500, effective from 1 July 2026.

Disconnection is also legally considered a last resort and retailers are not allowed to disconnect a customer actively participating in their hardship program.

While Western Australia and Northern Territory are not part of the National Electricity Market (NEM) and do not fall under AER regulations, they have their own regulatory frameworks affording consumers similar protections.

 

 

How do I get hardship support?

To apply for hardship support, call your retailer directly and tell them you are experiencing financial difficulty.

You should not need documents to prove this, but having a general sense of your incomings and outgoings can help you discuss the best cause of action.

Ask specifically to speak to their energy hardship team or be referred to their hardship program. If you just ask for a payment extension through customer service, you may not be offered the full suite of entitlements to help you through this difficult time.

It is important to act early. The longer you wait, the harder the debt becomes to manage. AER data shows the average debt on entry to hardship programs grew significantly in 2024-2025, up from $1148 in June 2024 to $1367 in June 2025.

AER Board member, Jarrod Ball, said a third of customers in energy debt were not receiving support through either a hardship program or payment plan.

“I strongly encourage customers struggling with payments to contact their energy retailer as soon as possible to receive the assistance they are entitled to under national energy laws,” he said.

 

 

What if my energy provider isn’t helping?

Unfortunately, not all retailers meet their obligations. A national survey of 400 financial counsellors found major inconsistencies in how retailers respond to customers in hardship, with only 12 percent rating as excellent.

In Victoria, the Essential Services Commission has taken Engie Energy to court for repeated failures to honour its customer support obligations – the third enforcement action against the retailer in 18 months.

If you are in an energy dispute with your retailer and they aren’t responding to a request for hardship support, are continuing to demand payment without offering a plan, or have disconnected your gas or electricity without following proper procedures, you have grounds for a formal complaint.

The key to this is to be prepared. Before you contact anyone, gather all your evidence, including:

• • Copies of bills, especially those in dispute
  • Records of meter readings
  • Notes of all communications with your provider (dates, times, names, etc)
  • Any written correspondence, emails or texts
  • Your account number and customer ID

When submitting your complaint, be clear and concise, outline the problem, the steps you have taken to resolve it and the outcome you are seeking. Stick to the facts.

Your retailer is generally required to acknowledge your complaint within a few business days and to respond substantively within a set timeframe, usually five to 10 business days, though check the requirements in your state or territory. Make sure you keep a record of any subsequent communication in case you need to take the matter further.

 

 

When do I contact the energy ombudsman?

If your retailer fails to resolve your complaint within the required timeframe, or you’re unhappy with their response, you can escalate to your state or territory energy ombudsman

This service is free, independent, and has the power to investigate complaints, demand evidence from retailers, and issue binding decisions. See the contacts for your ombudsman below:

• • NSW: Energy and Water Ombudsman NSW (EWON), 1800 246 545
  • Victoria: Energy and Water Ombudsman Victoria (EWOV), 1800 500 509
  • Queensland: Energy and Water Ombudsman Queensland, 1800 662 837
  • Western Australia: Energy and Water Ombudsman WA (EWOWA), 1800 754 004
  • Tasmania: Ombudsman Tasmania, 1800 001 170
  • ACT: ACT Civil and Administrative Tribunal (ACAT), (02) 6207 1740
  • Northern Territory: Ombudsman NT, 1800 806 380

They will examine your complaint and discuss next steps to help you get the result you deserve.