If you are having trouble paying your gas or electricity bill,
the first step is to speak to your energy company. All energy
retailers in NSW have programs to help customers with financial
difficulties to pay their energy bills. Your energy company's
phone number will be on your bill.
Energy Accounts Payment Assistance scheme
(EAPA)
You may also be eligible for financial help through the NSW
Government's Energy Accounts Payment Assistance Scheme (EAPA).
This scheme funds the provision of EAPA vouchers to people
having trouble paying their energy bills as the result of an
emergency or crisis situation. The vouchers are provided to
participating community welfare organisations - including St
Vincent de Paul, the Salvation Army, Anglicare, the Smith Family,
Lifeline and some Indigenous, migrant, neighbourhood and community
centres. The $30 vouchers can only be used to pay natural gas
or electricity bills. Customers need to apply to one of these
organisations which will consider their circumstances and, if
appropriate, provide assistance. The organisation assesses the
customer's situation and determines each case based on individual
circumstances.
Click here
for further information on the EAPA scheme (including a list of
participating community welfare organisations), or phone the Energy
Information Line on 1300 136 888.
Payment Plans
The NSW Government has developed new requirements and a
strengthened framework for retailers' customer hardship charters
and payment plans.
Energy retailers are now required to develop, implement and
publish detailed Customer Hardship Charters outlining ways to
identify a hardship customer, and any suitable Government
concessions that may apply, together with flexible payment options
and appropriate financial counseling services.
A residential customer experiencing financial difficulties must
now be provided with two offers of assistance under their
retailer's payment plan in a year, instead of one, before being
disconnected.
If you are having trouble paying your bill, contact your energy retailer and ask them about the
most suitable payment plan option for your circumstances.