In March 2020 at the beginning of the pandemic, the AER released a Statement of Expectations of energy businesses Protecting customers and the energy market during COVID-19. The Statement of Expectations will cease on 30 June 2021, however there is still ongoing support available under the National Energy Retail Law for customers experiencing financial difficulty. The AER may provide extra protections if further stay-at-home orders are announced for NSW, Tasmania, ACT, Queensland and South Australia.
If you are worried about paying your electricity or gas bill, contact your energy provider as soon as possible and ask them what assistance is available. Encourage your family and friends who need help to call their energy provider too.
Your energy provider can offer a range of assistance, including payment extensions, payment plans, hardship programs, and information about concessions, rebates and other support to help you stay connected and has translation services available for you and contact details are on your bill.
Consumers can also shop around for a better energy deal through the AER’s Energy Made Easy website which offers a free energy price comparison service for households and small businesses.
Support is available for those experiencing financial stress as a result of the NSW COVID-19 restrictions, in line with the AER’s standby Statement of Expectations announced on 29 June. Call your retailer and ask about the help available to you.
Extra supports are now available, including protection from disconnection and debt collection, and access to payment plans and hardship programs. We expect energy businesses to provide additional protections for the duration of the stay-at-home orders, plus an additional two weeks after this.
Additional assistance in response to COVID-19 may vary by state. For state-specific information, visit the relevant Energy Ombudsman schemes and state government COVID-19 support pages in your state/territory:
ACT Government COVID-19 economic survival package for families and households
Energy and Water Ombudsman NSW COVID-19 support and the State government financial support for households and individuals
Energy and Water Ombudsman Queensland COVID-19 support and the State government household utility assistance package
- South Australia
Energy and Water Ombudsman SA COVID-19 support
Tasmanian Government COVID-19 support
We would like stakeholders to help encourage consumers to call their retailer for help.
We have created content for stakeholders to share with their community members, and worked with community stakeholders to create translated materials for culturally and linguistically diverse consumers. This content has also been incorporated into translated social media tiles.
Newsletter and website text (PDF)
The following text has been translated:
Can’t pay your bill? Contact your local energy company for help. If you can’t pay your electricity or gas bill, contact the company that sends you a bill and ask them for help.
Your energy company has translation services available for you. You can find the contact details on your bill. Encourage your family and friends who need help to call their energy company too.
- Arabic اﻟﻌﺮﺑﯿﺔ ( PDF 106.45 KB )
- Burmese မြန်ြာ ( PDF 84.31 KB )
- Chinese (Simplified) 简体中文 ( PDF 165.67 KB )
- Chinese (Traditional) 繁體中文 ( PDF 144.6 KB )
- Nepali नेपाली ( PDF 102.71 KB )
- Vietnamese Tiếng Việt ( PDF 70.95 KB )
600 x 600px (Facebook)
- Arabic اﻟﻌﺮﺑﯿﺔ ( PDF 443.13 KB )
- Burmese မြန်ြာ ( PDF 414.68 KB )
- Chinese (Simplified) 简体中文 ( PDF 425.88 KB )
- Chinese (Traditional) 繁體中文 ( PDF 428.48 KB )
- Nepali नेपाली ( PDF 414.87 KB )
- Vietnamese Tiếng Việt ( PDF 457.49 KB )
1200 x 627 pixels (LinkedIn)
- Arabic اﻟﻌﺮﺑﯿﺔ ( PDF 436.55 KB )
- Burmese မြန်ြာ ( PDF 391.68 KB )
- Chinese (Simplified) 简体中文 ( PDF 414.72 KB )
- Chinese (Traditional) 繁體中文 ( PDF 417.59 KB )
- Nepali नेपाली ( PDF 427.2 KB )
- Vietnamese Tiếng Việt ( PDF 447.05 KB )