Adaptive Energy Hardship Support

You may be eligible for hardship support if you're experiencing difficulty paying your bill due to:

• Changes in income or employment
• Illness, injury, or medical conditions
• Family or domestic circumstances
• Unexpected expenses or financial pressure
• Ongoing payment difficulties

You don't need to meet strict criteria — if you're struggling to pay your bill, we encourage you to contact us. Support is available whether you contact us directly, are referred by a support service or partner, or are identified through your account activity.

Step 1: Contact us

Reach out as soon as possible so we can help.

Step 2: Tell us about your situation

We'll ask a few questions to understand your current financial situation, your ability to pay, and any circumstances affecting your account. This helps us tailor support to your needs.

Step 3: We assess your eligibility

Our team will review your situation and determine the best support options for you. Urgent or vulnerable cases are prioritised, and most customers receive a response within 2–5 business days.

Step 4: Agree on a support plan

We'll work with you to set up a plan that's manageable and sustainable. This may include a flexible payment plan, payment extensions or deferrals, or adjusted billing arrangements. All options will be explained clearly so you can make an informed decision.

Step 5: Ongoing support and review

• Your plan will be reviewed regularly
• Adjustments can be made if your circumstances change
• Additional support may be offered if needed

Depending on your situation, we may provide:

• Flexible payment plans based on your capacity to pay
• Time to pay outstanding balances
• Assistance accessing government rebates and concessions
• Support tailored to your individual circumstances

If you have additional needs (such as life support requirements or family and domestic violence considerations), we'll ensure appropriate protections are in place.

If you're receiving hardship support:

• You will be protected from disconnection while actively participating in your agreed plan
• Your situation will be handled with respect and confidentiality
• You'll receive clear and transparent information about your options
• You can request changes to your plan at any time

Adaptive Energy prioritises vulnerable customers, including those with life support needs or experiencing family and domestic violence.

To help us support you, we ask that you:

• Stay in contact with us
• Make agreed payments where possible
• Let us know if your circumstances change

You may also be able to access:

• Government rebates and assistance programs
• Free financial counselling services
• Community support organisations

We can help connect you to these services if needed.