Adaptive Energy Payment Difficulties & Assistance

We offer a range of support options if you're experiencing payment difficulty.

Flexible payment plans

We can set up a payment plan that:

• Is based on what you can afford
• Helps you manage your bills over time
• Can be adjusted if your situation changes

You can choose how often you pay: weekly, fortnightly, or monthly.

Payment extensions

If you need more time, we can extend your payment due date.

Bill support and review

We can:

• Check your bill for accuracy
• Explain your charges in simple terms
• Help you understand your energy usage

Energy saving advice

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

Government assistance

We can help you access rebates, concessions, and government support programs.

If you are experiencing ongoing financial difficulty, you may be eligible for our hardship program. This includes personalised support, flexible and sustainable payment arrangements, and ongoing assistance tailored to your situation.

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

We will offer assistance as soon as we see signs that you may be having difficulty, such as:

• Missed or late payments
• Increasing account balance
• Requests for help or extensions

You can also ask for help at any time.

When you contact us, we will:

• Listen and understand your situation
• Treat you with respect and without judgement
• Work with you to find a solution that suits you
• Review your situation if things change

If you are having payment difficulties:

• We will offer you support before taking any further action
• We will assess your situation before any disconnection
• Disconnection for non-payment is always a last resort

If you are in a payment plan and meeting the agreed terms, or actively engaging with us, you will not be disconnected.

We provide extra support if you need it. This includes customers who may be:

• Experiencing financial hardship
• Affected by illness or disability
• Facing language or communication barriers
• Experiencing family or domestic violence

We will tailor our support to your needs.

If you participate in a Virtual Power Plant (VPP):

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

If you miss a payment, contact us as soon as possible. We will discuss your situation and can adjust your payment plan or offer other support. We will work with you to prevent your situation from getting worse.

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