On this page
If you are struggling to pay your energy bills, temporary and on-going help is available. Anyone can access some of the options. But some are designed to help people experiencing financial hardship and you will need to be eligible to apply.
Speak to your energy retailer about the payment options and initiatives on this page.
Extensions
You can ask for extra time to pay your bill without incurring late fees. But you must contact your retailer before the due date.
Instalments
Dividing the amount you're charged in a year into smaller amounts - for example, fortnightly or monthly - can help you manage the payments. Your retailer would do the calculations based on your past usage and tell you how much the instalments are. This is often called bill smoothing or periodic payments. The meter will still be read throughout the year and your payments adjusted to match your actual use.
Payment plans
You can negotiate a personalised payment plan if you're experiencing financial difficulties. The plan would be based on your financial circumstances and you would agree to make small, frequent instalments for your energy use and any debt.
Your retailer doesn't have to offer you a payment plan if you:
- aren't experiencing financial difficulties
- have previously had two or more plans cancelled due to non-payment in the past 12 months
- have been convicted of an offence involving illegal use of energy in the past 2 years.
Hardship programs
All energy retailers in South Australia must have a hardship policy and offer a financial hardship program for eligible customers. Only agree to a hardship payment plan that you can realistically meet over time. Your retailer must take into account:
- your ability to pay
- debt you owe to the retailer
- your expected energy needs over the next12 months.
You can also choose to make instalment payments in advance or in arrears.
Your retailer can’t disconnect your energy supply if you're making the agreed payments. But if you don't, the hardship plan could be cancelled and your service disconnected.
Access to a hardship team
Most hardship programs are accessed through the retailer’s customer service centre but their hardship team will likely set up the agreement. Ask to speak with a manager if customer service staff are unaware of - or unwilling to let you speak with - the company’s hardship program.
Related information
On this site
Other websites
Solve a problem with an energy retailer - Energy and Water Ombudsman SA
Essential medical equipment payment - Services Australia
Crisis payments - Services Australia
