Bill Mistakes, Complaints and Official Help
Can't pay your energy bill? Payment plans, hardship programs and disconnection rules
How energy payment plans and hardship programs work under the National Energy Customer Framework and Victoria's Energy Retail Code of Practice, including 2026 changes and disconnection protections.
If you cannot pay an electricity or gas bill on time, contact your retailer before the due date and ask for a payment plan or its hardship program. Every retailer must offer help to residential customers in payment difficulty. In New South Wales, Queensland, South Australia, Tasmania and the ACT, the National Energy Customer Framework (NECF) requires retailers to have an AER-approved hardship policy and to offer payment plans that take your capacity to pay into account. In Victoria, the Energy Retail Code of Practice sets out a payment difficulty framework of standard and tailored assistance, and from 1 October 2026 retailers must move customers receiving payment difficulty support to their cheapest plan, while the minimum debt for disconnection rose from $300 to $1,000. Asking early keeps more options open and protects you from disconnection while you stick to an agreed arrangement.
What help retailers must offer
| Help | NECF states (NSW, Qld, SA, Tas, ACT) | Victoria |
|---|---|---|
| Payment plans | Yes, based on capacity to pay | Yes, as part of tailored assistance |
| Hardship program | Retailer hardship policy approved by the AER | Payment difficulty framework (standard and tailored assistance) |
| Review of plan | Retailer must consider whether a different plan suits you better | From 1 Oct 2026: move to cheapest plan if receiving support, or in debt over 3 months and owing over $1,000 |
| Energy efficiency advice | Part of hardship programs | Part of tailored assistance |
| Fee waivers | Late payment fees waived for hardship customers | Similar protections |
| Information on concessions | Required | Required |
| Payment methods | Including Centrepay | From 1 Oct 2026: each plan must offer a payment method other than direct debit |
Details vary between retailers' policies; ask for a copy of the hardship policy, which retailers must publish.
Payment plan vs hardship program
- Payment plan: spreads an overdue amount and expected future usage into regular instalments. Anyone in temporary difficulty can ask.
- Hardship program: a broader set of supports for customers in ongoing difficulty: payment plans, reviews of your plan and usage, advice, help with concessions and grants, and protection from fees and disconnection while you participate.
Worked example: setting an affordable plan
Illustrative only. A household owes $780 in arrears and its usual quarterly bill is about $480 (around $160 a month).
- Arrears spread over 12 months: $780 ÷ 12 = $65 a month
- Ongoing usage: about $160 a month
- Total: $225 a month, or about $52 a week
If the household can afford only $40 a week ($173 a month on average), ask the retailer to:
- Extend the arrears period, e.g. $780 ÷ 24 = $32.50 a month
- Move you to a cheaper plan (illustrative saving $20 a month)
- Apply any concessions and an emergency grant (see concessions by state)
New total: $32.50 + $140 = $172.50 a month, within the $40 a week budget. Retailers must consider your capacity to pay; you can show a simple budget. A financial counsellor can help you prepare one.
Disconnection rules in brief
Before a retailer can disconnect a household for non-payment, it must follow notice steps (a reminder and a disconnection warning) and offer payment assistance. Additional protections generally include:
- No disconnection while you are on a payment plan or hardship program and keeping to it
- No disconnection of registered life support customers for non-payment
- No disconnection while a complaint about the disputed amount is with the ombudsman
- Restrictions on disconnecting on certain days (for example Fridays, weekends, public holidays or the day before a public holiday) and, in some states, during extreme heat
- In Victoria, from 1 October 2026, no disconnection for debts below $1,000
If you are disconnected, contact the retailer immediately about reconnection; a wrongful disconnection may entitle you to a payment under state rules. The ombudsman can help. See how to complain to the energy ombudsman.
What to say when you call
- "I am having trouble paying my bill and would like a payment plan" or "I would like to be on your hardship program."
- Give your budget: what you can pay per week or fortnight.
- Ask: "Is there a cheaper plan for my usage?" and "Am I getting all concessions I am eligible for?"
- Ask for the agreement in writing.
Reducing the next bill
Cutting usage reduces future instalments. Practical steps, in rough order of impact for many homes:
- Check your plan against the step-by-step comparison
- Heating and cooling settings: each degree matters
- Hot water: shower length, timer on a controlled load or free midday window
- Turn off second fridges and standby appliances
- Check for faults: a continuously running hot water system or pool pump
Help outside the retailer
- National Debt Helpline: 1800 007 007 (free financial counselling)
- State emergency payment schemes (EAPA in NSW, Utility Relief Grant in Victoria, HEEAS in Queensland and others)
- Community legal centres for debts at collection or court stage
The overview of where to get help lists the ombudsman for each state, and common energy plan mistakes can help you avoid the next bill shock.
FAQ
Will a payment plan affect my credit rating?
A payment arrangement itself is not usually a default. Unpaid debts referred to collection can be listed with credit reporting bodies under credit reporting rules. Ask before agreeing and seek advice if a debt has been sold.
Can I switch retailers if I owe money?
Usually yes, but the debt remains with your old retailer. Staying in your current retailer's hardship program may give more protection.
What if I miss a payment plan instalment?
Contact the retailer straight away to renegotiate. Retailers must try to agree a new arrangement before moving towards disconnection.
Does the hardship program cost anything?
No. There are no fees to join a hardship program.
Sources
- Australian Energy Regulator — hardship guideline and approved retailer hardship policies
- Essential Services Commission — payment difficulty framework and October 2026 rule changes
- National Debt Helpline — free financial counselling
- Energy & Water Ombudsman NSW — help with payment difficulties
- Energy and Water Ombudsman Victoria — help with payment difficulties
