Adaptive Energy Customer Hardship Policy

We are committed to:

• Treating you with respect and understanding
• Working with you to find a solution that suits your situation
• Helping you stay connected to your electricity supply wherever possible

Our hardship program is designed to support customers who are experiencing financial difficulty.

You may be eligible if you:

• Are having trouble paying your energy bills
• Have missed a payment or are worried you might
• Are experiencing financial stress or unexpected changes in your circumstances

You do not need to provide extensive documentation to access help.

We may offer support if we notice signs such as:

• Missed or late payments
• Increasing account balance
• Partial or irregular payments
• You tell us you're having difficulty

We may also identify this through account or system indicators, or referrals from support services.

If you're experiencing payment difficulty, we can provide a range of support options tailored to your needs.

Payment plans

We can set up a payment plan that:

• Is based on what you can afford
• Helps you pay off your balance over time
• Is flexible and can be adjusted if your situation changes

Payment extensions

We can give you extra time to pay your bill.

Bill review and support

We can check your bill for accuracy and explain your charges clearly.

Energy advice

We can provide tips to help reduce your energy use and costs.

Government assistance

We can help you access:

• Rebates and concessions
• Financial counselling services

If you are part of a Virtual Power Plant (VPP):

• Any earnings or credits can vary and are not guaranteed
• Payment plans will be based on what you can afford — not on expected VPP income
• We will clearly explain how your VPP participation interacts with your bill

We will not disconnect you for non-payment if:

• You are on a hardship plan and meeting the agreed terms, or
• You are actively engaging with us about your situation

Before any disconnection, we will:

• Contact you and offer support
• Assess whether you are eligible for hardship assistance

Disconnection is always a last resort.

We recognise that some customers may need extra support. This may include people experiencing:

• Financial hardship
• Illness or disability
• Language barriers
• Family or domestic violence

We will:

• Treat your situation with care and confidentiality
• Provide appropriate communication options
• Tailor our support to your needs

You can simply say: "I'm having trouble paying my bill"

We can provide this information to you on request.

This policy is available:

• On our website
• By request (including in accessible formats)

We review this policy regularly to ensure it remains effective and compliant with applicable laws and regulatory requirements.