Billing and financial hardship
If you’re having trouble paying your bill, contact your energy company and let them know. They are required to assist you if you are experiencing financial hardship.
The Australian Energy Regulator provides more detailed information for customers experiencing financial hardship, including your rights and options. The Essential Services Commission provides similar information for Victorian consumers.
If your energy company suggested you change energy suppliers
Some energy companies have recently contacted customers advising that their prices will go up and suggesting that they switch provider.
If your energy company tells you that your prices will go up, make sure you ask them when they will go up and by how much. This will help you make the best decision for your circumstances. Ask your energy company if they have a cheaper offer they can move you on to.
If your energy company goes out of business
Changes in the energy market can result in some companies going out of business. There are protections in place for consumers when this happens.
Consumers in the National Electricity Market (excludes NT and WA)
If your energy company goes out of business:
- You won’t be disconnected. You will be transferred to a new energy company who must ensure that your power stays connected.
- There are maximum prices that your new energy company is allowed to charge you for energy use when you are transferred to them. This is to protect you from unreasonably high fees. However, you may not be on the cheapest plan available to you.
- Your new energy company will contact you within 5 business days of being transferred to them. You should ask them for details about your current plan and whether they can offer you a better deal.
- You can also switch energy companies if another company can offer you a cheaper plan. Visit Energy Made Easy or Victorian Energy Compare to compare offers from all other companies in your area.
Consumers in NT
If your energy company goes out of business:
- You won’t be disconnected. You will be transferred to Jacana Energy who must ensure that your power stays connected.
- Jacana Energy must charge you at prices set by the NT Government. However, you may not be on the cheapest plan available to you.
- Jacana Energy will contact you within 20 business days of being transferred to them. You should ask them for details about your current plan and whether they can offer you a better deal.
You can also switch energy companies if another company can offer you a cheaper plan. Visit Powerwater to find out more about retailers available in the Northern Territory.
Consumers in WA
Consumers in Western Australia should contact the Economic Regulation Authority for information about your energy company going out of business. The Economic Regulation Authority also has a guide for energy consumers.
Resolving problems with your energy company
If you have a problem with your energy company, try talking to them to resolve it.
If you still can’t resolve it, you can send them your complaint in writing. This way the company is clearly aware of the problem and what you want. It also means that you have a record of what you’ve said.
Find out more about writing a complaint letter or use the complaint letter tool.
If you can’t resolve the issue with your energy company, contact the Energy Ombudsman in your state or territory. You can find the contact details for your Energy Ombudsman on the Useful contacts page of the Energy Made Easy website.
The Energy Made Easy website can also help you understand more about the different types of plans, what your rights are and what to do if you have a problem. Victorian consumers can find similar information for electricity consumers on the Essential Services Commission website.