Can't Pay Your Energy Bill? Here's What to Do First

Getting a big electricity or gas bill you can't pay is stressful. But here's the thing — you're not going to be cut off tomorrow. There's a process, there are rules that protect you, and there are people whose job it is to help. This guide walks you through what to do, step by step.

First up: Don't panic — and don't ignore it

The worst thing you can do is put the bill in a drawer and hope it goes away. Ignoring it makes things harder, not easier. The sooner you act, the more options you have.

You won't be disconnected straight away. Energy retailers in Australia must follow rules before they can cut off your power or gas. That means notices, waiting periods, and chances to sort things out first.

Step 1: Call your retailer's hardship team — before the due date if you can

Every energy retailer in Australia (with some differences in Western Australia — more on that below) must have a hardship program. This isn't the general customer service line. It's a team specifically there to help people who are struggling to pay.

Ring them and say: "I'm having trouble paying my bill and I'd like to speak to someone about your hardship program." That one sentence opens the door to options that a regular call won't.

The earlier you call — ideally before the due date — the better your outcome tends to be. If you wait until you're in serious arrears, your choices narrow.

What retailers must offer (under the NECF)

Most of Australia is covered by the National Energy Customer Framework, or NECF — a set of national rules that all energy retailers must follow. Under the NECF, retailers are required to offer things like:

• Payment plans — spreading what you owe over a period of time
• Payment extensions — more time to pay your current bill
• Hardship programs — ongoing support for people in financial difficulty
• Referrals to financial counsellors

Say your bill is $800 and you'd normally pay around $200 a month. A payment plan might let you pay off that overdue $800 over several months, while you keep up with your normal ongoing bills. It won't fix everything overnight, but it keeps the lights on while you get back on track.

Step 2: Ask specifically for the hardship program — not just "more time"

There's a big difference between asking for a payment extension and asking for a hardship program. An extension just gives you a few extra weeks. A hardship program is more structured support — it can include payment plans, credits on your account, and referrals to financial counsellors.

Use the words "hardship program" when you call. It matters. Retailers are required to direct you there — but sometimes you need to ask clearly.

Step 3: Tell them about any concession cards you hold

If you have a Pensioner Concession Card, a Health Care Card, a Commonwealth Seniors Health Card, or a similar card, let your retailer know. You may be entitled to a discount on your energy bills. The amounts vary by state and card type — we won't quote specific figures here, as they change. But don't leave potential discounts unclaimed. Always ask.

Step 4: If the plan they offer still isn't affordable — ask for more help

Sometimes a retailer's first offer isn't something you can realistically manage. That's okay — you can push back. Ask to speak to a financial counsellor through the hardship program. Alternatively, call the National Debt Helpline on 1800 007 007. It's free, it's confidential, and the counsellors can help you negotiate with your retailer on your behalf.

Financial counsellors deal with these situations every day. They know what retailers are required to offer, and they can advocate for you.

Step 5: If you're at real risk of disconnection

Even if things reach this point, there are still rules protecting you. Retailers must give you written notice before disconnecting. They also cannot disconnect you on weekends, public holidays, or during extreme weather events. The exact rules vary by state, so check with your retailer or your state energy ombudsman.

If you're in crisis — genuinely at risk of losing power — ask your retailer or a financial counsellor about Energy Accounts Payment Assistance (EAPA) vouchers. These are one-off crisis payments that can be applied to your bill. They're available in some states but not all, and eligibility varies. Ask whether they apply to your situation.

Step 6: If things go wrong — complain to the ombudsman

If your retailer isn't following the rules, or if you can't resolve a dispute with them directly, you can complain to your state energy ombudsman. These services are free and independent. Here's who to contact:

• NSW: Energy & Water Ombudsman NSW (EWON)
• Victoria: Energy and Water Ombudsman Victoria (EWOV)
• Queensland: Energy and Water Ombudsman Queensland (EWOQ)
• South Australia: Energy and Water Ombudsman SA (EWOSA)
• Western Australia: Energy and Water Ombudsman WA (EWOWA)
• ACT: ACT Civil and Administrative Tribunal (ACAT) handles energy disputes
• Tasmania & NT: Contact your retailer directly or your state consumer protection office

What not to do

• Don't ignore the bill. It won't go away and the debt will grow.
• Don't switch retailers to escape the debt. The debt follows you — it stays on your account and will need to be paid before or after switching.
• Don't assume you'll be cut off straight away. You won't be. There's a process, and it takes time. Use that time to get help.