Adaptive Energy Support for Customers Experiencing Vulnerability
Extra support, when life circumstances change
At Adaptive Energy, we understand that life circumstances can change, and at times you may need extra support. We are committed to working with you in a respectful, flexible, and confidential way.
Our approach aligns with guidance from the Australian Energy Regulator and is designed to ensure all customers can access and manage their energy services safely and fairly.
How we can help
If you are experiencing difficulty, we offer a range of support options tailored to your situation:
Flexible payment options
- Payment plans based on what you can afford
- Payment extensions
- Options to smooth your bills over time
Billing support
- Help understanding your bill
- Bill reviews and corrections if needed
- Adjustments following actual meter readings
Additional assistance
- Energy saving advice
- Referrals to financial counselling and community services
- Information on government assistance programs
If you're experiencing financial difficulty
We encourage you to contact us as early as possible. We can work with you to:
- Set up a manageable payment plan
- Provide ongoing support through our hardship program
- Pause further action while we agree on a solution
Our commitment to you
We are committed to:
- Treating you with respect, dignity, and empathy
- Providing clear and simple communication
- Protecting your privacy and confidentiality
- Offering flexible and tailored support
- Working with you to avoid disconnection wherever possible
Extra care for sensitive situations
We understand that some situations require additional care, including:
- Family or domestic violence
- Health or medical conditions
- Language or communication barriers
If this applies to you, please let us know — we will handle your situation with sensitivity and discretion.
Contact us for support
If you need help, our team is here for you.
Email: support@adaptivenergy.com.au
Website: www.adaptivenergy.com.au
You can also nominate a trusted person or support service to speak with us on your behalf (with your consent).
Need independent advice?
You may also contact external support services such as financial counselling services, community support organisations, and government assistance programs.
This policy is published by Adaptive Energy Pty Ltd. It is available on request, including in accessible formats. For help in your language, contact us and we can arrange an interpreter.