What should I do if my energy supply has been disconnected?ĭisconnection of your energy must be a last resort option for your retailer. If you have a complaint about how your retailer has handled your payment plan discussions contact your energy ombudsman for further assistance. The Framework has been adopted by the following retailers: Retailers that have adopted the Framework helping customers in severe financial difficulty.determining the customer's capacity to pay.good practice actions and considerations retailers should follow at different stages of a payment plan, including:.a set of principles that should guide retailers' capacity to pay conversations with customers.The Framework helps residential customers and retailers agree to payment plans that are sustainable and affordable. The AER worked collaboratively with a range of stakeholders to develop the Sustainable Payment Plans Framework. The assistance available is set out in their customer hardship policies. Retailers must provide additional help to customers that are having trouble paying their energy bills due to hardship. If you receive Centrelink benefits ask your retailer about Centrepay.Ĭentrepay is a payment arrangement that allows you to give Centrelink permission to deduct regular energy bill payments directly from your Centrelink payment before you get it and send it to the businesses you want to pay.įor more information about Centrepay contact Centrelink. If you cannot agree with your retailer on a manageable payment plan, you can contact the energy ombudsman in your area for further assistance. If you don’t meet the conditions of your payment plan twice in 1 year your retailer is not required to offer you a new payment plan – this may put you at risk of getting into debt and being disconnected. It is important that you agree to a payment plan that you can afford. Retailers must take into account what you can afford to pay, how much you owe and the amount of energy you are likely to use over the coming year. One option may be bill smoothing, which is where you pay smaller amounts, more often (instalments). Your retailer must offer you the option of paying your bill with a payment plan. Our factsheet explains the help that is available for customers that are having trouble paying their energy bills: Are you having trouble paying your energy bill?
Your retailer will give you information about different payment options and the availability of government assistance, for example concession or relief schemes. What help is available?Ĭontact your retailer and let them know you’re having trouble paying your bill.
Support is available for residential and small businesses customers experiencing financial stress as a result of COVID-19 restrictions.
Public register of non-scheme pipeline exemptions.Compliance issues register: ISP & Actionable RIT-Ts.Pipeline Capacity Trading and Day Ahead Auction.
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