Adaptive Energy Policies
We are committed to protecting our customers and treating everyone fairly. These policies set out how we handle your information and how we support you when you need it most.
Your rights & charter
Payment & financial support
Customer Hardship Policy
The support available if you're experiencing financial difficulty paying your electricity bill.
Read policy →Payment Difficulties & Assistance
Support options if you're finding it hard to pay your electricity bill — flexible plans, extensions, and more.
Read policy →Hardship Support
Who can get hardship support, how to apply, and what to expect at each step.
Read policy →Financial Assistance
Payment support plus government rebates, concessions, and independent financial counselling.
Read policy →Vulnerable customers & safety
Support for Customers Experiencing Vulnerability
How we support customers experiencing vulnerability — respectfully, flexibly, and confidentially.
Read policy →Life Support Policy
Protections for households that rely on life support equipment, and how to register.
Read policy →Register for Life Support
A step-by-step guide to registering life support equipment and activating your protections.
Read policy →Family & Domestic Violence Policy
How we support customers affected by family and domestic violence, safely and confidentially.
Read policy →